Sr. Manager for Trust and Safety Practice / Operations Excellence

Transcom is looking for talented individual like you to join our awesome team. Be a Senior Manager, Trust and Safety Practice in Transcom!

Join our Transcom Family as a Senior Manager, Trust and Safety Practice!

Mission:

Effective advisory to our clients helping them drive their platform’s safety by collaborating with cross-functional teams to develop and execute strategies against threats like self-harm, graphic violence, and hateful activities.

A Senior Manager, Trust and Safety Practice is responsible for managing safety risk frameworks, designing intake processes, analyzing data to improve safety tools, collaborating with product and engineering (at client side) to integrate safety into development, and ensuring policy enforcement across teams

Functional Responsibilities:

• Strategy & Roadmap: Play a pivotal role towards the strategy, roadmap, and execution of initiatives to address critical safety issues and harmful content

• Cross-Functional Collaboration: Work with product, engineering, legal, policy, and operations teams (client side and internal) to align safety goals and integrate safety measures into the product development/re-engineering lifecycle

• Risk Management: Develop and manage frameworks and processes to assess, monitor, and mitigate trust and safety risks

• Program & Project Management: Own and deliver end-to-end programs focused on specific harm areas, ensuring timely delivery and effective execution

• Data Analysis: Analyze data to provide insights and support the enhancement of detection, moderation, and analytics tools

• Policy Enforcement: Partner with relevant teams to ensure consistent and scaled enforcement of trust and safety policies

• Process Improvement: Document processes and drive continuous improvement to enhance the efficiency and effectiveness of trust and safety operations

Technical Responsibilities:

• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions

• Remain compliant with the relevant business regulatory requirements

What we are looking for:

To be successful in this role you must…

• Preferably a university graduate (external), or at least with a secondary school diploma
• Preferably a Green Belt or Black Belt certified
• Has excellent communication skills
• Someone who has an Intermediate/High-level Knowledge of Excel, Word, and Powerpoint (Gsuite)
• Minimum 3+ proven experience in Trust & Safety field would be preferred
• Minimum 3+ proven experience in leadership position/s would be preferred
• Proven experience in coordinating multiple engagements at the same time
• Minimum 3+ proven experience in leadership positions.
• Proven experience in coordinating multiple engagements at the same time.
• Experience with Lean, Six Sigma, COPC, or similar continuous improvement methodologies.
• Familiarity with labor laws, compliance standards, and risk management as it pertains to Operational Management
• Background in customer service, contact centers, or related operational environments.

Skills profile and required levels (core competencies):

• Proven experience in program or project management, preferably in the Trust & Safety domain

• Strong analytical and problem-solving skills with the ability to analyze data and provide insights

• Excellent communication and stakeholder management skills to collaborate effectively across various internal teams

• Deep understanding of product management and the ability to align Trust & Safety priorities with broader platform goals

• Familiarity with machine learning (ML) models and their performance measurement is a plus

Motivational aspects

• Flexible, ability to adapt quickly to change

• Must have good organization and time management skills

• Be inspiring and enthusiastic

• Be influential and prepared to make decisions to optimize business performance and to be able to see the connection to commercial terms

• Able to deal with difficult situations & conflicts

• Motivated by analytical and systematic work, with a predisposition for team management and interdepartmental coordination

• Remain motivated and keep a positive attitude under pressure

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.