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Associate Director-Content Moderation, Trust and Safety [BPO]
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The Role: The Associate Director, Operations will be responsible to manage the overall operations program scope for a niche business segment (Trust & Safety) for a global client. This is a key leadership role with P&L responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses of the company. Essential Job Elements: P&L: Manage P&L of the business operations, including the development and execution of the overall business strategy. Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals. Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business. Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.). Client Satisfaction: Ensure client satisfaction. Become Voice of the Customer Establish strong relationships with clients. Business Growth: Support business growth by collaborating with Sales & marketing across geographies. Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable. Innovation: Lead innovation & value add efforts between Client and. Domain Capability: Strengthen domain capabilities. Compliance: Ensure compliance with all client regulatory requirements Profile & Experience 14 years of operations experience within a BPO in customer service domain with deep industry expertise in Trust & Safety domain. Successful track record in growing and inspiring large teams , with proven ability to select, attract, motivate, retain, and develop leaders and team members. Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. Proven ability to drive performance and grow businesses. Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders. Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. Analytical acumen and the ability to streamline complex processes. MBA/ PG Degree Show more Show less
