Operations Manager | Trust & Safety (Content Moderation)

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 excellence
• Own and manage the overall service delivery of the moderation program, including SLA, quality, and compliance adherence
• Review daily/weekly operational performance metrics and lead the team in achieving performance goals
• Collaborate with quality and training teams to ensure agents are aligned with platform policies and guidelines
• Provide regular feedback to clients on emerging trends, policy challenges, and improvement opportunities based on agent reports and user content insights
• Support the team in handling escalations, especially involving complex, sensitive, or policy-defining content cases
• Lead governance meetings, prepare reports and dashboards, and track key operational and trust & safety metrics
• Partner with workforce management and recruiting teams to forecast volume, staffing needs, and skill requirements
• Foster 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 ecosystems
• Excellent stakeholder management, communication, and interpersonal skills
• Demonstrated leadership in managing high-performing operational teams
• Strong analytical and problem-solving skills; ability to interpret data and drive insights
• Ability to maintain composure and professionalism while working with sensitive or distressing content
• Emotional 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 role
  • Experience in moderating sensitive or explicit content is highly preferred
• Skills:
  • Strong leadership and people management skills
  • Excellent decision-making abilities with a focus on detail and accuracy
  • Familiarity with online community management tools and moderation systems
  • Strong analytical and reporting skills, with proficiency in tools like Excel or dashboards
  • Knowledge of regional and global content compliance and regulations
• Personal Attributes:
  • Ability to work in a high-pressure environment while maintaining professionalism
  • Empathy and cultural sensitivity, especially while handling diverse content
  • Strong 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.