Moderation Quality Operation Specialist, E-Commerce - USDS

About the Team

The Governance and Experience team is an organization dedicated to ensuring our US marketplace remains a safe and trustworthy environment for users, sellers, and creators. We specialize in the intersection of human oversight and automated systems, leveraging data-driven insights to refine policies, rules, and moderation systems to ensure the highest level of content quality and platform integrity.

About the Role

As a Moderation Quality Analyst, you will be responsible for the strategic oversight of content moderation quality across both automated and manual workflows. You will investigate and analyze large-scale moderation data to identify patterns of abuse or inefficiency, building the analytical frameworks and automated detection rules necessary to close safety loopholes. The position ensures that moderation practices comply with US regulations and internal policies while driving cross-functional enhancements to our AI and human review systems.

Responsibilities

• Data Analysis & Trend Identification: Analyze moderation quality assurance data to identify trends, patterns, and areas for improvement in platform safety and content review processes.
• Cross-Functional Collaboration: Collaborate with cross-functional teams and external vendors to ensure that key quality metrics align with overall business objectives and performance targets.
• KPI & Tool Development: Develop moderation quality KPIs, dashboards, and reporting tools to monitor operational effectiveness and identify actionable insights.
• Process Optimization: Evaluate the effectiveness of current quality assurance procedures and propose data-driven recommendations to enhance auditing and automated enforcement processes.
• Strategic Framework Design: Design, implement, and maintain quality monitoring programs and analytical frameworks that support corporate safety and strategic growth goals.
• Vendor & Performance Management: Partner with vendor quality teams to assess moderation processes, identify performance gaps, and support the implementation of corrective actions based on data insights.
• Root Cause Analysis: Conduct timely root cause analyses on emerging content trends and escalations, documenting findings to initiate policy, process, and product improvements.

Qualifications

Minimum Qualifications:

• Bachelor’s degree or foreign equivalent degree in Business Administration, Operations, Project Management, Communications, International Development Policy, or a related field
• 2+ years of related work experience in fraud, risk detection, or quality assurance.
• Technical Proficiency: 2 years of experience in each of the following:
  • Querying and manipulating large, complex data sets.
  • Performing statistical analysis using Python or R to identify abnormalities or growth opportunities.
  • Generating data visualizations and dashboards for both technical and non-technical stakeholders.
  • Automating data reports and performing quality reviews to ensure data integrity.
  • Applying root cause analyses to historical data to identify trends, patterns, and known fraud or safety loopholes.
• Travel: Ability to travel internationally up to 10%.

Preferred Qualifications:

• Experience with LLM prompt engineering or LLM agent development for automated moderation.
• Proven ability to work independently and navigate ambiguity in a fast-paced, high-growth environment.
• Strong project management skills, particularly in coordinating with regional and cross-functional partners.

Benefits

Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

Pay

The base salary range for this position in the selected city is $91,200 - $160,445 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Schedule

The company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.