Operations Manager (III)

About the role

We are seeking a detail-oriented and proactive Quality Program Manager to ensure operational continuity and maintain the stability of our quality workflows. You will be responsible for managing vendor performance and driving cross-functional alignment between Policy, Engineering, and Operations. This role is vital for sustaining quality benchmarks during high-visibility policy launches and tool migrations.

Responsibilities

• Monitor and report on core quality KPIs, lead regular quality syncs, and perform root-cause analyses on performance escalations to identify operational bottlenecks.
• Collaborate with Business Analysts and Engineering to triage and resolve data pipeline issues, queue configuration errors, and technical bugs within internal workflow systems.
• Serve as the primary quality point of contact for vendor partners, lead calibration sessions to ensure policy-to-process alignment, and manage escalations across assigned verticals.
• Support ongoing infrastructure initiatives, including the transition of sampling methodologies and the execution of early-stage quality launch protocols.
• Maintain standard operating procedures (SOPs), contribute to team roadmaps, and manage operational trackers to support team efficiency and workflow standards.

Requirements

• 7 years of experience in a customer or client-facing role supporting Trust & Safety, content moderation