Job Description

About the team

Our Operations team moderate millions of videos globally every day, ensuring we are bringing only safe content to our users. Workflow Management builds and optimises moderation business processes, monitoring performance and continuously looks for areas to improve efficiency and maintain high standards of safety.

About the role

Own scheduling/staffing assessment & efficiency monitoring, real-time monitoring, and volume routing setup/management end-to-end. This role leads workflow optimization and queue design to improve SLA, efficiency, and operational outcomes, and drives cross-functional delivery of tooling and strategy changes.

Responsibilities

1. Responsible for the internal business work-flow optimization, optimize internal business processes by collecting and analyzing problems in business implementation.
2. Build workflow strategy, platform design, queue design to improve performance and efficiency in business
3. Monitor intraday, improve on the day and short term moderation performance through various, process and efficiency tactics by colloboration with Partner Success Team.
4. Responsible for workflow setup, follow-up on-line and test, and improve the performance and efficiency of the platform from the business line perspective.
5. Responsible for moderation strategy operation and optimization of a local market safety strategy.
6. Monitoring capacity delivery schedules and use data-driven analysis to model deployment scenarios and trade-offs.
7. Tooling enablement. Work with cross-functional teams to improve capacity monitoring and reporting tools; translate business needs into clear requirements and adoption plans.

Minimum Qualifications

1. Bachelor degree or above, 4+ years of experience in a related role (data analysis, scheduling, real time monitoring, performance monitoring & strategic planning). Experience in large-scale operations planning is a plus.
2. Strong logical and structural thinking, ability to manage to deadlines and conflicting priorities well.
3. Strong project management ability, strong communication ability, and project coordination ability, able to cooperate with multiple teams to complete the set of work goals.
4. Strong/advanced proficiency of MS Excel with the ability to put analytical results in a concise document to provide insights or solutions.
5. Keen eye for detail: comfortable handling large datasets while spotting granular issues.
6. Strong stakeholder management skills, including with senior stakeholders.
7. Excellent communication skills in English (written and verbal).

Preferred Qualification

1. Regional/global working experience. 1+ years of cross-border people management experience will be preferred
2. Experience in a BPO / social media / call center environment.
3. Safety and moderation related work experiences are preferred.