Responsibilities

• Vendor Operations Management
  • Own end-to-end operational delivery of Live Content Moderation across assigned vendor partners, ensuring SLA compliance for response time, accuracy, and throughput
  • Design and implement vendor operating cadences including partner huddles, weekly business reviews, and monthly strategic planning sessions
  • Monitor real-time moderation queues and escalation pathways; proactively identify and resolve operational bottlenecks, capacity gaps, and quality drift
  • Coordinate queue go-live activities with stakeholders ensuring vendors are capacity-ready, trained, and reporting is configured prior to launch
  • Develop and maintain vendor playbook documentation covering operational procedures, escalation protocols, and crisis response workflows
• Quality Assurance & Data-Driven Performance
  • Own and maintain quality dashboards and performance scorecards across a...