Related skills
workforce management performance management trust & safety workday fraud📋 Description
- Lead recruitment, onboarding, and training of new hires; grow the team over 18 months.
- Design and implement Pay-for-Performance compensation models aligned with quality and throughput.
- Own scheduling and capacity for a 24/7 operation, ensuring zero coverage gaps.
- Manage a team of agents and managers against performance KPIs.
- Collaborate with Leaders in Content Trust & Safety to delight clients.
- Manage monthly and quarterly operational reports to track OKRs and KPIs.
🎯 Requirements
- 10+ years in Operations, with 5+ years in Content Moderation, Fraud, or Trust & Safety.
- Proven track record of scaling a team in a Global Capability Center or high-growth tech.
- Superior communicator and strong relationship builder.
- Deep expertise in Workforce Management tools (Workday a plus) and incentive-based compensation design.
- Experience collaborating with international and remote teams.
- Experience with Fraud Detection Systems like Accertify is a plus.
🎁 Benefits
- Customer-first mindset and outcomes.
- Transparency & Integrity to build trust.
- Passion for performance and continuous improvement.
- Innovation over the status quo; agility and experimentation.
- Stronger together; diverse perspectives valued.
- Commitment to diversity and inclusion.
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