Senior Director of Operations (Trust and Safety)
TPMaximize Your Impact with TP
Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.
As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.
The Opportunity
The Senior Director of Operations will provide strategic and operational leadership for a large-scale Trust & Safety account supporting approximately 2,000 FTEs in TP Alabang, Philippines. This leader will be accountable for end-to-end service delivery, operational performance, client partnership, people leadership, risk management, and continuous improvement across content moderation, policy enforcement, escalation handling, and platform safety operations.
The role requires a seasoned BPO operations leader with deep experience managing complex, high-volume environments, preferably within Trust & Safety, content moderation, online safety, social media, digital platform operations, or related risk-sensitive programs. The Senior Director will lead through multiple layers of leadership, build a resilient and performance-driven culture, and ensure that operational execution aligns with client expectations, policy standards, regulatory requirements, and TP’s commitment to excellence.
The Responsibilities & Duties
Strategic Operations Leadership
• Own the operational strategy, execution roadmap, and delivery governance for a 2,000-FTE Trust & Safety account.
• Translate client priorities, policy requirements, and business goals into scalable operating plans, performance targets, and leadership routines.
• Lead multi-site or multi-line-of-business operations as required, ensuring consistency in service delivery, quality, productivity, and risk controls.
• Serve as the senior operations leader and escalation point for the client, internal stakeholders, and site leadership.
Client Partnership and Governance
• Build and maintain a trusted business partnership with senior client stakeholders through proactive communication, business reviews, and transparent performance management.
• Drive weekly, monthly, and quarterly business reviews with clear insights, action plans, risk updates, and improvement recommendations.
• Anticipate client needs, identify operational risks early, and lead solution-oriented discussions to protect service outcomes and strengthen partnership confidence.
Performance, Quality, and Risk Management
• Ensure achievement of contractual, operational, quality, productivity, compliance, and customer experience metrics across all teams.
• Oversee Trust & Safety processes including content moderation, policy enforcement, queue management, escalations, investigations, and incident response.
• Strengthen controls around policy adherence, data privacy, information security, content sensitivity, regulatory compliance, and employee well-being.
• Use data, dashboards, and root-cause analysis to identify performance trends, mitigate risk, and drive sustainable improvement.
People Leadership and Culture
• Lead, coach, and develop a large leadership team including Directors, Operations Managers, Senior Team Leaders, Team Leaders, support functions, and frontline teams.
• Build a high-accountability culture anchored on performance, resilience, inclusion, ethical decision-making, and psychological safety.
• Partner with Human Resources, Training, Quality, Workforce Management, Compliance, Wellness, and Recruitment teams to ensure strong talent pipelines, leadership readiness, employee engagement, and retention.
• Champion well-being practices appropriate for Trust & Safety work, including support mechanisms for teams exposed to sensitive or harmful content.
Transformation and Continuous Improvement
• Drive operational transformation initiatives that improve quality, efficiency, scalability, automation readiness, and cost effectiveness.
• Partner with support functions to optimize staffing, workforce planning, training throughput, nesting performance, escalation workflows, and quality calibration.
• Embed continuous improvement disciplines such as Lean, Six Sigma, root-cause analysis, and structured action planning.
• Lead change management for new policies, tools, workflows, client requirements, and business expansions.
The Qualifications
15+ years of progressive BPO, shared services, digital operations, or contact centre leadership experience, with at least 7 years in senior operations leadership roles.
• Proven experience leading large-scale operations of 1,000+ FTEs; experience managing 2,000+ FTEs is strongly preferred.
• Strong background in Trust & Safety, content moderation, social media operations, digital platform support, fraud/risk operations, or policy enforcement environments.
• Demonstrated success managing client relationships at senior stakeholder level, including performance governance, escalations, business reviews, and growth discussions.
• Strong financial and commercial acumen, including budget management, capacity planning, productivity, cost controls, and margin improvement.
• Deep understanding of operational KPIs, quality frameworks, workforce management, training effectiveness, compliance controls, and performance improvement methods.
• Exceptional leadership capability with a track record of developing leaders, stabilizing large teams, driving engagement, and improving retention.
• Strong analytical, problem-solving, communication, and executive presentation skills.
• Experience leading transformation, process improvement, automation enablement, or operational excellence initiatives.
• Ability to operate in a fast-paced, sensitive, and highly regulated environment with sound judgment, confidentiality, and emotional resilience.
• Willingness to work on-site in TP Alabang, Philippines and support shifting schedules or client time zones as business needs require.
• Bachelor’s degree required; advanced degree, Lean Six Sigma certification, or relevant operations excellence certification is an advantage.
Pre-Employment Screenings
By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Diversity, Equity & Inclusion
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.