Job
Description
Role Description Our Trust & Safety team is looking for an Operations Support Manager who is highly motivated to manage and challenge the team in their day to day work as well as inspire, stimulate and develop each individual. In this role, you will support the team to reach excellence through innovation and clear guidelines. You will be responsible for managing a team of training, quality, data analysis and operational excellence professionals to deliver continuous improvements for Trust & Safety by driving and delivering training, quality, efficiency, effectiveness and scalability. You will collaborate with the T&S management team based in Amsterdam, The Netherlands, and business stakeholders that include operational teams, product, engineering, legal & compliance, commercial operations, EPS, CoE sites, sister brands as well as vendors. B.responsible Business impact Coach & support team members to deliver on KPIs and projects. Undertake strategic workload analysis and support the team to prioritize in a practical way based on impact and risk; Identify areas of opportunity, and effectively prioritize and drive these improvement initiatives (through their team members); Through data, identify trends and patterns affecting quality and conduct root cause analysis. Ensure clarity on direction & alignment across the team by hosting regular team meetings; Influence within and across departments the prioritization of the right problems and opportunities that create the most business value; Assure and safeguard the improvement on the long-term by ensuring team members install the appropriate control measures & monitoring for key metrics; In collaboration with central teams, set goals for CoE that align with departmental priorities and influence the roadmap; People management Help drive culture initiatives that connect, engage, and encourage team members; Understand development needs and provide actionable developmental, positive feedback, as well as coaching advice; Enable professional and personal growth through supporting and challenging your team; Create a safe and open team environment where regular and constructive feedback is encouraged; Attract, hire, develop and retain talent from around the world, and contribute to CoEs growth through interviewing, onboarding, or other recruitment efforts; Be an effective Change Manager, leading the team through periods of change, displaying motivating and encouraging behaviors; Solve problems and issues within the team; Build team resilience by focusing on overall team wellbeing; High emotional intelligence, empathy, and cultural competence; Actively seeks feedback and shows the ability to reflect on own behavior and performance. Communication and stakeholder management Act as an advisor to senior management, and enable teams & leaders to make quality decisions and support in prioritization exercises; Effectively build long term cross-functional relationships with stakeholders; Actively influence cross-team, cross-function and cross-brand relationships to gain wide acceptance of interdependencies and collaboration and ensure learnings and successes are widely shared amongst relevant communities; Establish and maintain a solid governance routine which involves (sr) mgmt updates and reporting on initiatives and deliverables, highlighting where required, risk/issues to governance groups or team members; Understand how to tailor communication, insights and results from their team to all relevant stakeholders, at all levels of the organization in order to support progress; Understand customer needs & align priorities with them; B.skilled Bachelors Degree / specialized diploma in relevant field (e.g. Trust & Safety, Health & Safety, Criminology, Human Rights, International Relations, Homeland Security, Politics, Physical Security, Crisis Management, Business Resilience); Minimum 8 years experience overall and 5 years experience in People Management; Experience managing and driving operations; Strong decision making ability; Outstanding written and verbal communication skills and ability to effectively advise at all levels of the organization; High level of psychological resilience working with sensitive and distressing matters and ability to perform under pressure; Excellent time management skills and ability to prioritize appropriately in a fast paced and dynamic environment; Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism; High level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence; Experience in a Quality Analysis or Process Improvement role; Experience establishing and facilitating training programs; Experience with data trends and insights, ability to interpret data reports; Experience in data management, data visualization and quality. Experience using data analysis and visualization tools (e.g: tableau, data studio, powerbi, mixpanel, etc) Experience with at least one data analysis language (e.g: SQL, Python, etc) is a plus Knowledge of Google/Microsoft Suite, in particular Google Sheets, Excel, Google Slides, Google Docs; Certifications such as Project Management Professional (PMP), Lean Six Sigma is a plus
