As the Moderation Strategy Operations Program Manager, you will be responsible for developing and implementing strategies to ensure high-quality moderation across our platform. This role combines strategic planning, quality assurance, and project management to optimize moderation processes, enhance policy implementation, and improve overall service delivery. You will work closely with cross-functional teams to analyze data, identify trends, and implement action plans that elevate moderation quality and user experience.
Key Responsibilities:
- Develop and execute strategies to enhance moderation quality and policy effectiveness. Utilize quality management tools to identify a
- nd address inefficiencies in moderation policies.
- Analyze complex data sets to identify trends, assess performance, and provide actionable insights. Design and present data-driven insights to guide decision-making.
- Deeply understand and manage Seller, Listing, Content, and/or Intellectual Property Rights moderation guidelines. Collaborate with policy teams to develop and refine quality inspection standards and moderation strategies.
- Work closely with Product Managers, Engineers, Legal teams, Customer Support, and other stakeholders to align moderation strategies with platform features and policies. Develop training materials and support moderation teams.
- Own and independently deliver end-to-end QA programs from scoping, planning, execution, to delivery. Initiate, lead, and guide programs aimed at enhancing moderation efficiency and quality and identify opportunities for improvement and provide business requirements (BRDs).
- Build and optimise the current operational procedures, using advanced lean process methodology to improve our QA functions in order to improve overall e-commerce moderation quality.
- Navigate through complexity and ambiguity. Successful cross-functional collaboration and act as a bridge between moderation and other business units.
- Evaluate and improve moderation processes, tools, and methodologies to increase efficiency and effectiveness. Introduce automation and tooling enhancements that reduce manual effort and improve efficiency.
- Lead efforts to ensure high-quality moderation delivery by working with BPO partners and collaborating with QA market leaders and teams to refine moderation processes and policies.
- Create and deliver high-quality documentation, status reports, and presentations to drive visibility and alignment across various stakeholders. Model communication best practices, implement cross-team discussions and foster collaborative problem-solving.
- Support global quality project delivery and governance across human and machine moderation for overall E2E operational excellence
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