Operations Manager - Ads Operations

Job Description

Operations Manager is responsible for overseeing the daily operations of the content moderation process, ensuring optimal performance, efficiency, and customer satisfaction. This role involves leading and developing a team, implementing process improvements, and ensuring adherence to service level agreements (SLAs) and quality standards. The ideal candidate will possess a strong blend of technical expertise in content moderation technologies, excellent leadership skills, and a proven track record in operations management

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Manages a team of up to 150+ plus headcount consisting of Asst Managers, Team Leads, MIS, Trainers QAs & Reviewers..

Team Leadership & Management:

• Lead, mentor, and coach a team of [e.g., Team Leaders, Supervisors, Contact Center reviewers] to achieve performance targets and foster a high-performing culture.
• Conduct regular performance reviews, identify training needs, and facilitate professional development for team members.
• Manage staffing, scheduling, and resource allocation to ensure adequate coverage and efficient operations.
• Promote a positive and collaborative work environment, addressing any team conflicts or issues effectively.

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Operational Excellence & Process Improvement:

• Oversee day-to-day content moderation operations, including SLA and quality
• Develop, implement, and optimize standard operating procedures (SOPs) to enhance efficiency, quality, and consistency in operations.
• Monitor key performance indicators (KPIs) such as AHT (Average Handle Time), TRT (Total resolution Time), FCR (First Call Resolution) and service levels
• Analyze performance data, identify trends, and implement corrective actions to improve operational metrics.
• Drive continuous improvement initiatives to streamline workflows, reduce costs, and enhance the overall customer experience.

Infrastructure & Technology Management:

• Ensure the operational efficiency, maintenance, and compliance of infrastructure on tools used for production
• Collaborate with IT and network teams to troubleshoot and resolve  issues, ensuring minimal downtime.

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Quality Assurance & Compliance:

• Establish and enforce quality standards for all interactions across content moderation space
• Implement and manage a robust quality assurance program, including internal quality and feedback mechanisms.
• Ensure compliance with all relevant internal policies, industry regulations, and legal requirements (e.g., data privacy).

Stakeholder Management & Reporting:

• Collaborate effectively with cross-functional teams, including IT, Sales, Marketing, and Customer Service, to align operations with overall business objectives.
• Provide regular and insightful reports on content moderation operations performance, challenges, and initiatives to senior management and stakeholders.
• Manage vendor relationships related to content moderation technology and services, ensuring service delivery and cost-effectiveness

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