Operations Manager (III)- #26-24530

US Tech Solutions • New York, NY

7d • Hybrid

About The Position

We are seeking a detail-oriented and proactive Quality Program Manager to ensure operational continuity and maintain the stability of our quality workflows. You will be responsible for managing vendor performance and driving cross-functional alignment between Policy, Engineering, and Operations. This role is vital for sustaining quality benchmarks during high-visibility policy launches and tool migrations.

Requirements

• 7 years of experience in a customer or client-facing role supporting Trust & Safety, content moderation quality assurance, or BPO operations.
• 5 years of experience managing operations.
• Proficiency in SQL or data visualization tools to interpret metrics and manage dashboards, with the ability to troubleshoot data discrepancies independently.
• Demonstrated ability to manage complex relationships with diverse stakeholders
• Strong organizational skills with a focus on managing bug backlogs, process documentation, and project timelines.
• Ability to navigate fast-paced, high-risk environments, successfully pivoting between business-as-usual operations and emergency response modes.

Responsibilities

• Monitor and report on core quality KPIs, lead regular quality syncs, and perform root-cause analyses on performance escalations to identify operational bottlenecks.
• Collaborate with Business Analysts and Engineering to triage and resolve data pipeline issues, queue configuration errors, and technical bugs within internal workflow systems.
• Serve as the primary quality point of contact for vendor partners, lead calibration sessions to ensure policy-to-process alignment, and manage escalations across assigned verticals.
• Support ongoing infrastructure initiatives, including the transition of sampling methodologies and the execution of early-stage quality launch protocols.
• Maintain standard operating procedures (SOPs), contribute to team roadmaps, and manage operational trackers to support team efficiency and workflow standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed