Associate Director-Content Moderation, Trust And Safety [BPO]

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 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