Team Lead Content Operations
Articore Group
1 hour ago
Full-time
On-site
Gurugram, Haryana, India
Manager
Description
The Content Operations Team Lead runs day-to-day execution for a team of Content Moderators processing DMCA and takedown reports. You own prioritization, throughput, and SLA delivery for the queues, and you manage the people who work it — scheduling, coverage, performance, and development. This is a working lead role: you'll be in the queue alongside your team when volume demands it.
Set daily priorities across the queue and allocate work based on volume, complexity, and rightsholder urgency
Own SLA performance — turnaround time, throughput, and backlog — and report status to Content Ops leadership
Manage scheduling, shift coverage, PTO, and holiday planning so the queue stays covered through peaks and absences
Act as the operational escalation point for ambiguous or edge-case tickets: make the call, or route to senior team members or Legal with a clear recommendation
Run 1:1s, address performance issues directly, and support career development for direct reports
Bring new moderators up to productivity in live queues, using supplied training materials
Surface operational patterns — volume spikes, recurring rightsholder behaviour, bottlenecks in the workflow — to leadership
Work tickets directly during peak periods, absences, or backlogs
Requirements
Experience in a print-on-demand or UGC marketplace, or in IP/DMCA enforcement
Experience with scheduling, capacity planning, or queue management tooling
Familiarity with Zendesk or comparable ticketing systems
Strong knowledge of American pop culture
Comfortable working in spreadsheets and reading performance data
The Content Operations Team Lead runs day-to-day execution for a team of Content Moderators processing DMCA and takedown reports. You own prioritization, throughput, and SLA delivery for the queues, and you manage the people who work it — scheduling, coverage, performance, and development. This is a working lead role: you'll be in the queue alongside your team when volume demands it.
Set daily priorities across the queue and allocate work based on volume, complexity, and rightsholder urgency
Own SLA performance — turnaround time, throughput, and backlog — and report status to Content Ops leadership
Manage scheduling, shift coverage, PTO, and holiday planning so the queue stays covered through peaks and absences
Act as the operational escalation point for ambiguous or edge-case tickets: make the call, or route to senior team members or Legal with a clear recommendation
Run 1:1s, address performance issues directly, and support career development for direct reports
Bring new moderators up to productivity in live queues, using supplied training materials
Surface operational patterns — volume spikes, recurring rightsholder behaviour, bottlenecks in the workflow — to leadership
Work tickets directly during peak periods, absences, or backlogs
Requirements
- Fluent in English
- Previous experience in content moderation or trust & safety, including people leadership or senior IC experience mentoring others
- Demonstrated track record of personally meeting quality and productivity targets
- Confident managing throughput against a clock — you can triage, sequence, and reprioritise a queue without losing accuracy
- Comfortable making judgment calls under time pressure where guidance is incomplete
- Able to give direct, specific feedback and to handle underperformance
- Able to review content of a sensitive nature professionally, and to support a team doing the same
- Clear communicator across written and verbal channels, including with Legal and other internal teams
- Ability to work core hours aligning with U.S. timezones; potential weekend coverage
Experience in a print-on-demand or UGC marketplace, or in IP/DMCA enforcement
Experience with scheduling, capacity planning, or queue management tooling
Familiarity with Zendesk or comparable ticketing systems
Strong knowledge of American pop culture
Comfortable working in spreadsheets and reading performance data