Case Review Manager

About the Appeals Centre

The Appeals Centre Europe, a leading out-of-court dispute settlement body that empowers people and organisations that use social media platforms, is expanding. The Appeals Centre’s mission is to independently and impartially resolve disputes raised by people and communities in the EU regarding the application of content standards by online social media platforms in a scalable, swift, efficient, and cost-effective manner. This role offers the opportunity to gain experience in this evolving regulatory landscape and to work with a diverse and dynamic team.

Location: 

Dublin. In-office attendance is required 3x a week (5 days per week for the first 8 weeks of onboarding).

Role Description

This role involves leading, managing, and mentoring a team of Case Reviewers, while providing support to other functions within the Appeals Centre. You will be expected to stay current on the fast-moving fields of content governance, trust and safety, and digital law. As a Case Review Manager, key responsibilities include:

• Team Management: Lead, manage, and mentor a team of Case Reviewers. Set performance goals and objectives in line with organizational strategy, and provide regular performance evaluations, feedback, and coaching. Support the wellbeing and resilience of the Case Review Team, especially in the context of exposure to distressing content.
• Content Review: Support the Case Review Team in moderating user appeals of content decisions by social media platforms, providing real-time input to enable effective decision-making. Provide insights on complex case trends to support the development and continuous improvement of escalation guidance in collaboration with the Policy Specialists team. 
• Queue Management: Monitor operational metrics and KPIs to meet targets while ensuring high quality and efficient decision-making. Proactively manage and deploy case review resources across queues to optimise performance.
• Process & Tooling Optimization: Monitor and evaluate the effectiveness of case review processes, tools, and technologies. Provide continuous, structured feedback on tool effectiveness and advocate for new features that drive workflow efficiency. Work with leadership to keep standard operating procedures and decision guidance accurate and current. Drive  continuous improvement across processes and tooling.
• Quality Management: Conduct regular reviews of case review activities and outputs to ensure consistent, accurate and high-quality application of platform policies and compliance with the organization’s standard operating procedures and best practices.Collaborate with Quality and Policy teams to identify areas for improvement and support the delivery of training and upskilling for Case Review teams.
• Data Analysis: Perform deep-dive analysis on moderation trends, error rates, and team performance data to identify systemic issues. Translate these insights into actionable recommendations for leadership to improve quality, efficiency, and policy interpretation. 
• Training & Expertise: Support a culture of continuous learning, providing and receiving coaching on best practices. Support the Quality and Policy Teams as needed to create and deliver ongoing training programs based on Case Reviewer performance.
• Cross-team Collaboration: Work closely with the Policy Specialist team, Quality, Legal, and other relevant stakeholders to resolve interpretation issues and align approaches in support of high-quality case review.

• Customer Service : Ensure all cases are treated in line with our service standards. Own the handling of escalated user queries, and draft custom communications. Review user feedback to help identify service improvements in collaboration with the Quality, Policy teams and Communications teams. 
  

Skills, Competencies, Experience

• Degree educated, or equivalent industry experience, preferably with some specialisation in or strong interest in human rights, legal issues, or technology.
• 8+ years of relevant professional experience. 
• 3+ years managing teams in trust and safety operations for user generated content platforms.
• Knowledge of technical infrastructure and tools required to perform scaled content review.
• A proven track record of mentoring and managing diverse, multinational teams, including setting performance goals and providing regular feedback and coaching. 
• Strong communication and collaboration skills. 
• Experience with process design, implementation and improvement.
• Proven ability to apply policy and market context to deliver quality content moderation results.
• Proven track record of meeting operational and quality metrics set by leadership, with the ability to manage team quality and support resource training.
• Experience implementing AI solutions to drive operational efficiencies is a plus. 
• Expertise in content policy for technology/user-generated content platforms is a plus.
• Knowledge of digital law and regulation, specifically the Digital Services Act (DSA).
• Proficiency in English and at least one other language.
• Experience of working in a dynamic, fast paced environment.