Trust and Safety Manager

Wipro•Austin, TX

3d•Onsite

About The Position

Wipro Limited is seeking a seasoned Senior Manager with over 12 years of experience to lead their Trust & Safety and Fraud Risk operations. This is a high-visibility, client-facing role where the individual will serve as a strategic partner to customers. The role involves overseeing the delivery of high-precision moderation outcomes, leading multi-site operations, and driving continuous performance improvement. The manager will bridge the gap between technical AI-driven moderation workflows and tangible business outcomes, ensuring operations are efficient, scalable, and future-proof.

Requirements

12+ years of relevant experience in Trust & Safety, Fraud Risk Operations, or BPO/Managed Services, with a proven track record of managing large-scale global contracts.
Demonstrated ability to work independently with minimal client intervention, providing centralized handling of complex processes while maintaining strong client trust.
Proven success in project management, multi-tasking, and delegating.
High level of comfort with numbers, data analytics, and performance reporting to drive margin improvements and cost-efficient results.
Proven ability to rapidly ramp up teams (hiring, training, and retention) while maintaining rigorous quality standards.
Exceptional presentation and negotiation skills.
Ability to communicate complex operational insights clearly to internal and external stakeholders.
Content Moderation experience: >10 YEARS

Nice To Haves

Experience in a Management Consulting or high-end Services business is highly preferred.

Responsibilities

Serve as the primary point of contact for service delivery, monitoring site performance against key business metrics such as Productivity, Accuracy, Quality Scores, and Staff Utilization.
Identify and eliminate operational barriers to quality and implement proactive mitigation plans to address service trends and ensure consistent, high-standard delivery.
Lead network-wide strategic planning and process change initiatives (e.g., Lean/Kaizen) to drive margin improvement and operational efficiency.
Partner with MIS and WFM teams to ensure optimum staffing and resource availability, maintaining a seamless, high-touch service experience for the client.
Oversee the operational execution of AI-assisted moderation and partner with the client’s technical teams to ensure human feedback loops effectively improve model accuracy and policy enforcement.
Manage the operational application of safety protocols and adversarial red-teaming, ensuring moderation teams effectively mitigate risks and protect the client’s reputation.
Proactively suggest process improvements that leverage AI capabilities to enhance productivity, helping the client map and improve product user experience.
Coach and mentor Deputy Managers and Supervisors, fostering a high-performance culture and building a robust talent pipeline for future projects.
Act as a communication bridge between the production floor and the client, leading regular town halls, skip-level sessions, and status reviews.
Cultivate an environment that embraces ambiguity, encourages a bias for action, and aligns with the client’s collaborative and innovative culture.