Trust & Safety Operations Manager

Teleperformance•Port Saint Lucie, FL

About The Position

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients. TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental. We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible. We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts. At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Requirements

A bachelor’s degree in Computer Science, Information Systems, or a closely related field or foreign equivalent degree
5 years of experience in Operations in a client or service delivery environment
3 years of experience leading Trust & Safety H ighly Sensitive - Sensitive operations workflows in an in-house or outsourced environment for high-tech social media companies
2 years of experience managing financial statements including budgets, Gross Margins, Earnings Before Interest and Taxes (EBIT), and Profit and Loss
2 years of experience preparing and leading quarterly business reviews (QBRs) and monthly business reviews (MBRs) with client partners
2 years of experience drafting and reviewing Statements of Work (SOWs)
2 years of experience working in risk management.

Responsibilities

Manage the overall operations & projects within the client Trust & Safety (online content moderation) team.
Supervise a group of team leads.
Handle day to day operations with a focus on analytics, coaching, recognition, and performance management.
Conduct governance meetings including daily, weekly, monthly and quarterly meetings and submit associated reports in advance.
Interact regularly with clients to share updates, lead operational and project/ program level quarterly and monthly business reviews.
Create and maintain trustworthy relationships with client points of contact.
Manage each project’s financial statements.
Ensure exceptional scores on KSAT (Client Satisfaction) and ESAT (Employee Satisfaction) measurements.
Promote operational efficiency by providing regular feedback metrics to the local team.