Operations Manager (Content Moderation/Trust and Safety)

OPERATIONS MANAGER

Content Moderation/Trust and Safety

Location: QTSC1 Building, District12, Ho Chi Minh City

Working Time: 5 days/week.

Language Proficiency: English

About the job

The Role

The Operations Manager – Content Moderation is responsible for overseeing multiple moderation programs, ensuring operational excellence, compliance with client policies, and achievement of business KPIs. This role leads a team of Team Leaders and Supervisors, drives performance, manages client relationships, and ensures consistent delivery of high-quality content moderation services across projects.

Duties and Responsibilities

• Oversee end-to-end operations across multiple content moderation projects.
• Ensure delivery of KPIs including productivity, quality, SLA, and CSAT (if applicable).
• Manage daily operations, workforce planning, and resource allocation across teams.
• Identify and mitigate operational risks and bottlenecks.
• Lead, coach, and develop Team Leaders, Supervisors, and support functions (QA, Training, WFM).
• Drive performance management, succession planning, and talent development.
• Foster a high-performance, inclusive, and engagement-driven culture.
• Act as the primary point of contact for clients on operational matters.
• Conduct regular business reviews (WBR/MBR/QBR) and present performance insights.
• Build strong relationships with clients, ensuring alignment on goals and expectations.

Hiring Requirements

• Candidate must have bachelor’s degree in operations management or related field.
• Must have experience in Content Moderations or Trust&Safety
• At least 04 years of professional experience in Operation Management/Customer Service in Call Center
• Must possess effective communication skills (written and verbal)
• Flexible 24/7 environment
• Ability to work under pressure
• Corporate and process mind
• Excellent communication and quality orientation