Lead Platform Operations

Role And Responsibilities

• Fulfill a high volume of Disruption requests
• Interpret, understand and act upon rules and procedures
• Update internal stakeholders on tasking progress
• Monitor and perform trend analysis; manage the team based on metric-driven outcomes
• Track success metrics and Key Performance Indicators
• Participate in coaching and training the team members based on the QC findings
• Identify analysts' training needs and improve operational performance
• Assist Operations Team Leaders in improving performance
• Research, develop, and maintain run books for incident remediation
• Support development and implementation of processes to drive efficiency
• Assist in the development and maintenance of the teams Learning Management
  

Requirements

• 5+ years of experience in trust & safety, brand protection, anti-piracy, fraud detection, or cyber investigations. (External) Internal minimum 3+ years
• Previous experience working in a management or team lead capacity, typically obtained in 1+ years
• Computer and social media savvy
• Exceptional attention to detail and thoroughness
• Ability to learn quickly; can grasp technical terms and concepts quickly
• Availability and willingness to work an alternative work schedule as needed, including partial weekends
• Fluency (written and spoken) in the English language
• Proficient verbal and written communication skills; able to present complex concepts in a clear, concise manner
• Trustworthiness, reliability and high self-motivation
• Interest in research and customer support
• Self-starting; when you find a problem, you alert the team, and fix it...you don't wait for the next task
• A track history of producing solid work while meeting aggressive deadlines
  

Benefits

• Competitive compensation
• Community-driven culture with employee events
• Generous time off
• Best-in-class benefits
• Fun, modern workspace
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture