Company Description

Sutherland is seeking an organized and goal-oriented person to join us as an Operations Manager | Trust & Safety (Content Moderation) . We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

Key Responsibilities:

Act as the primary liaison between the client and internal teams, ensuring high levels of client satisfaction and operational excellenceOwn and manage the overall service delivery of the moderation program, including SLA, quality, and compliance adherenceReview daily/weekly operational performance metrics and lead the team in achieving performance goalsCollaborate with quality and training teams to ensure agents are aligned with platform policies and guidelinesProvide regular feedback to clients on emerging trends, policy challenges, and improvement opportunities based on agent reports and user content insightsSupport the team in handling escalations, especially involving complex, sensitive, or policy-defining content casesLead governance meetings, prepare reports and dashboards, and track key operational and trust & safety metricsPartner with workforce management and recruiting teams to forecast volume, staffing needs, and skill requirementsFoster team morale and resilience, especially given the sensitive nature of the content

Knowledge, Skills & Abilities:

Strong understanding of content moderation, digital platforms, or trust & safety ecosystemsExcellent stakeholder management, communication, and interpersonal skillsDemonstrated leadership in managing high-performing operational teamsStrong analytical and problem-solving skills; ability to interpret data and drive insightsAbility to maintain composure and professionalism while working with sensitive or distressing contentEmotional intelligence and people management skills to support team well-being and performance

Qualifications

Qualifications:

Experience:Minimum 3-5 years in content moderation, with at least 2-3 years in a management roleExperience in moderating sensitive or explicit content is highly preferredSkills:Strong leadership and people management skillsExcellent decision-making abilities with a focus on detail and accuracyFamiliarity with online community management tools and moderation systemsStrong analytical and reporting skills, with proficiency in tools like Excel or dashboardsKnowledge of regional and global content compliance and regulationsPersonal Attributes:Ability to work in a high-pressure environment while maintaining professionalismEmpathy and cultural sensitivity, especially while handling diverse contentStrong problem-solving skills and a proactive approach to challenges

Work Environment:

Ability to handle exposure to sensitive or explicit content as part of the job.A collaborative and supportive environment with opportunities for career growth.

 

Additional Information

Our most successful candidates will have:

Bachelor’s degree in any discipline preferred but not required.Should include Trust & Safety (Content Moderation experience) with Leading social media brands- for atleast 2 to 3 years in program/account management role.Prior experience handling sensitive or regulated content is a plus.