Job Title : Operations Manager (Senior Manager) – Content Moderation

Job Description

We are seeking an experienced Operations Manager (Senior Manager) to lead our Content Moderation operations. The ideal candidate will have a strong background in Trust & Safety and Content Moderation within a BPO environment, with proven expertise in managing large teams, driving operational excellence, and delivering high-quality service.

Location: Alabang
Work Setup: Onsite
Shift: night shift

Key Responsibilities

• Lead, coach, and manage a team of Content Moderation specialists to achieve operational and performance goals.

• Monitor KPIs, productivity, quality, and SLA adherence while implementing performance improvement plans.

• Ensure compliance with Trust & Safety policies, content moderation guidelines, and quality standards.

• Collaborate with cross-functional teams to improve workflows and operational efficiency.

• Prepare operational reports, analyze trends, and present business insights to senior leadership.

• Drive continuous process improvement initiatives to enhance team performance and customer satisfaction.

• Handle client and operational escalations effectively and provide timely resolutions.

• Support policy-based operations related to Ad Reviews and digital advertising processes.

Required Qualifications

• Minimum 2 years of experience as a Manager in a BPO environment.

• Strong experience in Trust & Safety and/or Content Moderation.

• Proven leadership and people management skills.

• Excellent analytical, problem-solving, and communication skills.

• Experience handling policy-based support aligned with Ad Reviews.

• Knowledge of billing processes, including invoicing and payment-related concerns.

• Experience with campaign setup, ad creation, and account configuration.

• Understanding of digital advertising concepts such as CPC, CPM, audience targeting, and conversion tracking.

• Hands-on experience with tools such as Zendesk, Freshdesk, and Salesforce Service Cloud.

• Willing to work onsite in Alabang and available to join immediately.

Important Note

• Former Teleperformance employees are not eligible for rehire (either directly or through a third party).