Company Description:
Sutherland is seeking an organized and goal-oriented person to join us as an Operations Manager | Trust & Safety (Content Moderation) . We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description:
Key Responsibilities:
- Act as the primary liaison between the client and internal teams, ensuring high levels of client satisfaction and operational excellence
- Own and manage the overall service delivery of the moderation program, including SLA, quality, and compliance adherence
- Review daily/weekly operational performance metrics and lead the team in achieving performance goals
- Collaborate with quality and training teams to ensure agents are aligned with platform policies and guidelines
- Provide regular feedback to clients on emerging trends, policy challenges, and improvement opportunities based on agent reports and user content insights
- Support the team in handling escalations, especially involving complex, sensitive, or policy-defining content cases
- Lead governance meetings, prepare reports and dashboards, and track key operational and trust & safety metrics
- Partner with workforce management and recruiting teams to forecast volume, staffing needs, and skill requirements
- Foster team morale and resilience, especially given the sensitive nature of the content
Knowledge, Skills & Abilities:
- Strong understanding of content moderation, digital platforms, or trust & safety ecosystems
- Excellent stakeholder management, communication, and interpersonal skills
- Demonstrated leadership in managing high-performing operational teams
- Strong analytical and problem-solving skills; ability to interpret data and drive insights
- Ability to maintain composure and professionalism while working with sensitive or distressing content
- Emotional intelligence and people management skills to support team well-being and performance
Qualifications:
Qualifications:
- Experience:
- Minimum 3-5 years in content moderation, with at least 2-3 years in a management role
- Experience in moderating sensitive or explicit content is highly preferred
- Skills:
- Strong leadership and people management skills
- Excellent decision-making abilities with a focus on detail and accuracy
- Familiarity with online community management tools and moderation systems
- Strong analytical and reporting skills, with proficiency in tools like Excel or dashboards
- Knowledge of regional and global content compliance and regulations
- Personal Attributes:
- Ability to work in a high-pressure environment while maintaining professionalism
- Empathy and cultural sensitivity, especially while handling diverse content
- Strong problem-solving skills and a proactive approach to challenges
Work Environment:
- Ability to handle exposure to sensitive or explicit content as part of the job.
- A collaborative and supportive environment with opportunities for career growth.
Additional Information:
Our most successful candidates will have:
- Bachelor’s degree in any discipline preferred but not required.
- Should include Trust & Safety (Content Moderation experience) with Leading social media brands- for atleast 2 to 3 years in program/account management role.
- Prior experience handling sensitive or regulated content is a plus.
