Job Description

Team Introduction

Safety Model Operations (SMO) is a dedicated organization that provides end-to-end support for AI Moderation services across a wide range of international products. Our core function is to deliver high-quality labeling, evaluation, and safety-related data services that help ensure AI systems operate responsibly, accurately, and in alignment with product requirements.

The SMO Delivery Team plays a critical role in the organization. Its primary responsibility is to carry out the full spectrum of quality assurance activities for each project. This includes:

- Conducting detailed reviews and complex RCA's to ensure labeling accuracy and consistency

- Monitoring quality performance and compliance against project-specific KPIs

- Identifying trends, risks, and potential gaps in processes or guidelines

- Providing structured feedback and improvement recommendations to the Central Project Team

- Supporting continual optimization of workflows, tools, and evaluation methodologies

- Improve Model performance of AI models

What will I do?

The Group Lead will lead and scale large operational teams within Safety Model Operations, ensuring high-quality AI moderation services across APAC. This role involves coaching team leads, managing cross-functional stakeholder relationships, driving operational excellence through data-driven performance monitoring, and collaborating with product, engineering, and policy teams to improve AI model performance and annotation workflows.

Responsibilities

- Lead, motivate, and support large, fast-paced operational teams, ensuring high-quality delivery, timely issue resolution, and employee development.

- Set clear expectations and oversee performance through planning, monitoring, appraisals, and continuous feedback.

- Manage data collection and reporting to meet productivity targets, reduce unit cost, eliminate errors, and deliver exceptional customer experience.

- Collaborate cross-functionally with product, engineering, policy, and operations teams to enhance proprietary tools, systems, and workflows.

- Foster a feedback-driven culture focused on continuous improvement and operational excellence.

- Create, maintain, and oversee training and knowledge-management programs, including onboarding, enablement metrics, and training effectiveness.

- Partner closely with Legal, Safety, and Compliance teams to ensure adherence to regulatory and internal standards.

- Identify, escalate, and resolve issues of medium complexity, removing operational barriers and driving stakeholder alignment.