Operation Manager, Content Moderation

Description:

We are looking for a highly proactive and experienced Operations Manager to help lead the operational evolution in content moderation of the Trust & Safety (T&S) department.

This role sits at the intersection of moderation operations, product, technology, data, policy and external vendors. The person will be responsible not only for maintaining existing operations, but for identifying gaps, building scalable solutions and driving complex T&S initiatives from problem definition through implementation.

This is a role for someone who is comfortable with ambiguity, operates with a high degree of independence and naturally takes ownership. We are looking for someone who does not wait for a fully defined task or process, but can identify what needs to happen, build the plan, align the right stakeholders and move the work forward.

• Own complex Trust & Safety operational initiatives from definition through execution, rollout and measurement.
• Lead operational aspects of new moderation technologies, external vendor integrations and tooling improvements, including solutions such as automated and AI-assisted moderation.
• Act as the operational owner for integrations: define requirements, identify dependencies, coordinate Product, Engineering, Data, Policy, Legal and vendor stakeholders, manage timelines and drive decisions to closure.
• Translate T&S problems and policy requirements into scalable operational workflows, enforcement logic, rules, tooling requirements and implementation plans.
• Continuously identify operational gaps, inefficiencies and emerging abuse trends and proactively propose solutions rather than waiting for predefined projects.
• Build and improve moderation workflows across automation and human review, balancing accuracy, operational efficiency, user impact and business needs.
• Own relationships with relevant moderation and T&S vendors, including implementation, performance management, escalation and ongoing optimization.
• Drive cross-functional projects involving Policy, Product, Engineering, Data Science, Legal, Customer Care, QA and Training.
• Support incident and escalation management when operational or platform-integrity risks require rapid cross-functional response.
• Help shape the longer-term operating model and capabilities of the Trust & Safety function.

• 3+ years of experience in Trust & Safety, marketplace integrity, risk operations, fraud operations, content moderation, platform operations or another complex operational environment.
• Demonstrated experience independently leading large or cross-functional projects.
• Strong ownership mentality and bias for action — you naturally ask “what needs to happen next?” and make it happen.
• Ability to take an ambiguous problem and turn it into a structured plan with clear decisions, owners and execution.
• Strong stakeholder-management skills, including the ability to influence Product, Engineering, Data and business teams.
• Comfortable working with technical teams and learning new systems, APIs, workflows and technical concepts. Engineering experience is not required, but technical curiosity is.
• Strong analytical judgment and ability to use data to make decisions and measure operational impact.
• Excellent written and verbal communication, with an ability to simplify complex topics and drive conversations toward decisions.
• High level of independence, reliability and follow-through.

Strong Advantages

• Experience implementing or managing third-party Trust & Safety, moderation, fraud or risk technology.
• Experience working with AI/ML-powered moderation, detection or enforcement systems.
• Experience with moderation operations at scale or with BPO/vendor environments.
• Familiarity with data analysis, SQL, dashboards or experimentation.
• Experience working within a two-sided marketplace or other UGC-heavy platform.
• Previous experience leading people or acting as the senior operational owner of a function.

Working with AI

AI and automation are integral to enhancing our Trust & Safety operations. You will leverage AI-assisted moderation tools to improve efficiency and accuracy, and potentially work with AI-driven analytics to identify emerging abuse trends. Your role will involve guiding the operational application of these technologies and ensuring their effective integration with human oversight and policy enforcement.