Content Moderator Operations Manager

UnifyCX is growing! We are looking for an experienced Content Moderator Operations Manager to join our motivated and ambitious team in Barranquilla. Come be one of the pioneers at our newest location!

About The Role

The Operations Manager – Content Moderation is responsible for leading the end-to-end operational success of a content moderation program within a U.S.-based BPO environment. This role oversees workforce management, quality, performance, agent wellness, and client satisfaction across multiple teams handling sensitive, graphic, and high-risk content.

Key Responsibilities

Operational Leadership & Performance Management

Own day-to-day operations of the content moderation program (20–300+ FTE scale depending on contract).
Lead Team Leads, Trainers, and QA to meet and exceed client KPIs (accuracy, throughput, SLA, AHT, quality, and compliance).
Conduct daily performance reviews, weekly business reviews, and monthly health reports.
Partner with Workforce Management to maintain staffing, schedules, and capacity planning.
Drive operational readiness for product launches, policy updates, new queues, and expansion.

Trust & Safety Policy Governance

Serve as the subject-matter escalation point for policy questions from TLs, SMEs, QA, and client teams.
Ensure accuracy and calibrated interpretation of all content policies, classifications, and risk categories.
Lead or participate in weekly policy syncs with client Trust & Safety SMEs.
Ensure implementation of new or updated policies with zero disruption to SLA and accuracy.

Quality Assurance & Calibration Leadership

Oversee QA performance and maintain tight calibration between BPO and client QA.
Analyze quality trends, root causes, and error categories, and implement corrective action plans.
Conduct cross-functional calibration sessions with TLs, QA, Trainers, and client reviewers.
Maintain audit readiness for internal and external quality inspections.

People Leadership, Coaching & Development

Manage TL performance, development, succession planning, and leadership pipeline.
Oversee coaching frameworks, scorecards, PIPs, performance conversations, and career pathing.
Ensure all leaders conduct weekly 1:1s and evaluations consistently.
Partner with HR on employee relations, corrective actions, and recognition programs.

Wellness, Resiliency & Risk Management

Ensure the implementation of wellness protocols for teams exposed to graphic or sensitive content.
Monitor trends in absenteeism, attrition, PTO usage, and behavioral indicators to flag burnout risk.
Coordinate with HR, Training, and client wellness teams to deploy resiliency initiatives.
Maintain trauma-informed leadership practices across TLs and QA.

Client Relationship Management

Act as the primary operational contact for the client’s Trust & Safety Operations and Policy teams.
Conduct weekly, monthly, and quarterly business reviews (WBR, MBR, QBR).
Provide insight-driven recommendations on staffing, productivity, and program scaling.
Maintain high client satisfaction scores and response times.

Compliance, Security & Process Governance

Ensure full compliance with HIPAA, PHI, CCPA, GDPR, and internal client safety requirements.
Enforce secure workstation standards for all moderators.
Maintain and update SOPs, process flows, escalation paths, and operational documentation.
Coordinate with IT and InfoSec on security audits and remediation efforts.

Required Skills & Competencies

Strong expertise in operational management within a BPO environment.
Deep understanding of content moderation, online safety, and Trust & Safety risk categories.
Proven ability to lead and inspire large teams in fast-paced, high-sensitivity environments.
Exceptional client communication and presentation skills.
Strong analytical skills with experience in dashboards, QA trend analysis, and WFM forecasting.
High emotional resilience and ability to lead teams exposed to distressing content.
Excellent decision-making, conflict resolution, and crisis management skills.

Required

Qualifications

3–5+ years of leadership experience in BPO operations.
2+ years directly managing content moderation or Trust & Safety programs.
Strong background in KPIs, WFM partnership, QA processes, and performance management.
Experience hosting client-facing reviews and business meetings.
Ability to work evenings/weekends based on client needs.
Must be legally authorized to work in the U.S.

Preferred

Experience managing 100+ FTE content moderation programs.
Exposure to global Trust & Safety standards (hate speech, CSAM, violence, extremism, graphic media).
Experience in trauma-informed leadership, resiliency support, or wellness monitoring.
Background in analytics, process improvement, Six Sigma, or operational excellence.

Why Join Us?

Work with a mission-driven team protecting global online communities.
Competitive compensation and U.S.-based benefits.
Career growth within Operations, QA, Training, Workforce Management, and Trust & Safety leadership.
Supportive, structured, and wellness-focused workplace culture.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.
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