Trust & Safety Assistant Manager

Overview

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people’s lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Your Responsibilities

• Manage the overall operations & projects within the client Trust & Safety team
• Supervise a group of team leads in driving team performance and manage KPIs
• Handle day to day operations with a focus on analytics, coaching, recognition, and performance management
• Conduct governance meetings including daily, weekly, monthly and quarterly meetings and submit associated reports in advance
• Interact regularly with the clients to share updates, lead operational and project/ program level reviews
• Collaborate with other process owners, training and quality managers to share best practices and drive higher results and efficiency
• Create and maintain trustworthy relationships with client POCs
• Be up to date with industry trends and latest innovations in the operations / outsourcing landscape
• Review & drive innovation and continuous improvement within all managed projects
• Own the project’s financials by generating the targeted revenue and profits
• Ensure exceptional operational performance by overachieving contractual and non-contractual targets and KPIs
• Work together with all support departments/areas to remove any roadblocks to Operations success and maximize project results
• Adopt a data-driven mindset to make data driven decisions
• Ensure exceptional scores on KSAT (Client Satisfaction) and ESAT (Employees Satisfaction)
• Promote operational efficiency by providing regular feedback metrics to the local team

Required Skills

• Higher, secondary specialized education;
  Bachelor’s degree is preferred
• 3+ years leading trust & safety operations in a Hi-Tech / Social media company (in-house or outsourced)
• 5+ years of experience in Operations in a client or service delivery environment
• Strong leadership skills and experience
• Technology and Social media savvy
• Experience in owning and managing financials: budgets, Gross Margins, EBIT and P&L
• Experience in preparing and leading QBRs/MBRs with client partners
• Experience in drafting and reviewing SOWs
• Proven ability to work as a team member, as well as independently
• Strong logical thinking ability, self-learning and creative mind
• Experience managing multiple projects
• Strong prioritization skills to efficiently resolve competing priorities
• Demonstrated experience in Risk Management
• Cognitive ability - adaptable to learn new processes, concepts, and skills
• Demonstrates the ability to work as part of a team with positive attitude and business focus
• Product experiences: including Microsoft Office products, Gmail, Calendar, Drive, Docs, etc.

BEST Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance.

We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer