Associate Director - Content Moderation, Trust & Safety

Job Description

Profile & Experience 14+ years of operations experience within a BPO in customer service domain with deep industry expertise in Trust & Safety domain. Successful track record in growing and inspiring large teams , with proven ability to select, attract, motivate, retain, and develop leaders and team members. Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. Proven ability to drive performance and grow businesses. Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders. Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. Analytical acumen and the ability to streamline complex processes. Essential Job Elements: *P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy. * Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals. * Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business. *Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.). *Client Satisfaction: Ensure client satisfaction. Become Voice of the Customer Establish strong relationships with clients. * Business Growth: Support business growth by collaborating with Sales & marketing across geographies. * Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable. *Domain Capability: Strengthen domain capabilities. *Compliance: Ensure compliance with all client regulatory requirements