Operations Manager - Trust and Safety - Lisbon

Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Content Moderation – Operations Manager - English – On Site Lisbon!


In this role, you will be responsible for the day-to-day management & leadership of your team comprising of 100+ moderators and will also assist with escalations, training, and quality control

Responsibilities
Driving performance (efficiency, quality, hygiene) management of your team member to meet all SLA’s
Will be responsible for the performance & upskilling of your team on product, process & policy and keeping your team up to date on policy/process update/policy disseminations
Continuously improve the delivery process to attain a consistent & stable level of operations
Manage relationships with client Moderation team, liaising with internal stakeholders and external partners regarding all things related to the business
Manage escalations and provide timely resolution
Basis RCA, effective coaching & feedback to be shared with team members
Conduct performance reviews of each team member and explain / set career development path & opportunities for team members
Partner with stakeholders such as training, WFM, quality, policy, and client Moderation team to ensure continuous alignment with the business roadmap and content moderation best practices
Report & escalate system issues / bugs/ downtime to management as necessary and in a timely manner
Identify new opportunities to enhance existing organizations, services, operations etc.
Should have in depth operational understanding of E2E Content Moderation Workflows.
Should invest time in self-development and learning. Also, should dedicate quality time in upskilling the team members
Continuous Learning: Leverage Genome plus learning & development teams across the organization to upskill budding talent to create & nurture future support staff/leaders within the process
Ops Modernization: Leverage digital solutions & platforms built at Genpact to update dashboards to enable intuitive and well reported 360-degree operations


Qualifications we seek in you!
Minimum Qualifications
Advanced level of English, min C1.
Any Graduate
Relevant years of experience as a team leader in a content moderation / trust & safety workspace managing a team of 15 to 20 moderators
Excellent communication and people management skills
Flexibility and the ability to delivery excellence amidst constant change
Flexibility in hours of work & ability to work in shifts
Proficiency in MS office (Excel, PowerPoint)


Important: This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.

Preferred Qualifications/ Skills
Tech Savvy
Possess excellent business acumen, qualitative and quantitative problem-solving skills


Why join Genpact?
• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
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