Head of Moderation, US

Qoria•Winter Park, FL

14d•Hybrid

About The Position

The Head of Moderation (US) will build and lead a regional content moderation team monitoring digital activity on school devices. The Head of Moderation (US) will work with an established UK/ANZ moderation team, global and regional safeguarding and student safety experts, product and engineering team, and customer success. This role is hybrid with a minimum of three days per week in our Orlando office.

Requirements

5+ years’ experience in a Trust and Safety role, with direct experience in content moderation, offender monitoring, or online data analysis.
Strong collaboration skills with cross-functional and cross-regional teams.
Excellent people management and team leadership skills, including conflict resolution.
Confidence working with ambiguity, shifting requirements, and emerging technologies.
Strong data literacy, with the ability to reconcile performance and outcomes data with budgets, forecasting, and workforce planning.
Fluent English and Spanish, written and spoken.
Excellent communication, documentation, and stakeholder management skills.
Have natural authority and leadership skills, inspiring others to be the best they can be
Have quick decision-making skills and good judgement
Be able to remain calm and empathetic when under pressure or dealing with difficult situations
Have a strong work ethic and ability to stay focused for extended periods
Have excellent customer, interpersonal, and communication skills (verbal,literacy, numeracy)
Have a collaborative approach to success, with the ability to bring peers together for a shared goal

Nice To Haves

Experience in child protection, child safety, social work, or similar is a bonus.

Responsibilities

Recruit, manage, and develop a new Education Monitoring Team in the US, driving the quality, accuracy and performance of the moderation service in the US.
Establish regional best practice, and embed policy-driven compliance in the new team.
Relentlessly drive for better outcomes for children, understanding that the world of digital safety is constantly evolving.
Build relationships with stakeholders, industry experts, and national third sector organisations, creating trust and confidence.
Manage compliance, governance, and reporting.
Ensure quality and performance data is robust and readily available, and demonstrate proactive leadership, forecasting changes and managing risk.
Build a culture of safety.
Overseeing the operation of the moderation service, liaising with internal and external stakeholders to ensure the service is operating as efficiently and accurately as possible
Identifying and helping to implement opportunities for growth and to optimise efficiency, driving increased revenue and reducing churn
Managing a regional moderation service with effective cover for peak hours, supported by team leaders
Working closely with colleagues in product, customer success, training, support, and engineering to solve problems and identify/implement enhancements to the service
Being the focal point for the service, recognised throughout the organisation as the leader, and managing any escalations or issues
Managing shift rotas, recruitment, wellbeing and other HR tasks in close collaboration with the corporate people team
Being accountable for KPIs such as cap-to-mod, average handling time, and quantity of escalations, delegating accountability to team leaders but maintaining overall control and awareness
Acting as a role-model moderator, as the senior escalation point for any moderator queries or questions
Operating with a quality focus, always striving to ensure that the output of the team is accurate, continually improving and operates with the greatest level of care for the students we are responsible for
Own the recruitment, onboarding, and performance management of a dedicated content moderation team, building toward a dedicated moderation service for US schools.
Foster an empathetic team culture that enables every team member to champion safety, dignity, inclusion, and opportunities for growth.
Learn and share our global safeguarding standards, and lead with integrity and unflinching commitment to quality.
Proactively collaborate with stakeholders to build trust and create opportunities for knowledge-sharing.
Engage with Product and Engineering to present opportunities for system enhancements, and act as a key stakeholder in product strategy decisions.
Develop and implement local operational strategy, including 24/7 coverage models and crisis management processes.
Own success measures, with a culture of continuous improvement and genuine appetite for change.
Represent US moderation within our global business, supporting the nuance and cultural sensitivity required to deliver an effective service.