Lead the recruitment, onboarding, and training of new hires. Growing the team substantially over 18 months.
Design and implement Pay-for-Performance compensation models that align individual incentives with global quality, throughput standards and Bazaarvoice employee values.
Own the end-to-end scheduling and capacity execution for a 24/7 operation, ensuring zero coverage gaps during peak retail seasons based on provided demand forecast.
Manage a team of agents and managers against performance KPIs based on quality and throughput.
Collaborate with other Leaders in the Content Trust and Safety Team to ensure alignment that delights clients.
Manage monthly & quarterly operational reports (capacity management, utilization, ) to determine if team OKRs and associated KPIs are being met to achieve quarterly goals set by senior leadership
Coach and mentor managers and individual contributors; providing honest, constructive professional, development feedback
Create and communicate annual performance management and merit reviews

10+ years in Operations, with at least 5 years specifically in Content Moderation, Fraud, or Trust & Safety.
Proven track record of scaling a team in a Global Capability Center or high-growth tech environment.
Superior communicator and strong relationship builder
Deep expertise in Workforce Management tools(Workday is a plus) and the mathematical design of incentive-based compensation.
Experience collaborating with international teams and remote team members
Experience in Fraud Detection Systems like Accertify are a plus.

Competitive salary + good benefits (insurance, annual leave, bonuses, referral rewards, and more)

Director of Content Trust & Safety Operations

Key skills