Operations Manager

Led end-to-end Trust & Safety operations, including content moderation, abuse prevention, fraud detection, user risk assessment, and policy enforcement.

Managed daily operations to ensure accurate and timely review of user-generated content, accounts, and activities in accordance with platform guidelines and legal requirements.

Developed and implemented operational workflows, SOPs, and escalation frameworks for high-risk and sensitive cases.

Drove quality assurance programs to maintain moderation accuracy, consistency, and adherence to trust & safety policies.

Collaborated with Policy, Legal, Product, and Engineering teams to interpret policies, launch new features, and operationalize policy updates.

Monitored key performance indicators (KPIs) such as SLA adherence, accuracy scores, productivity, backlog management, and incident resolution time.

Led investigations into complex cases involving fraud, abuse, misinformation, impersonation, and harmful content, ensuring appropriate enforcement actions.

Implemented continuous improvement initiatives to optimize processes, reduce operational risk, and enhance reviewer decision-making.

Managed stakeholder communication and reporting, providing regular insights on risk trends, operational performance, and emerging threats.