Local Services - Governance Ops Quality & Training Program Manager

Responsibilities

• Act as the bridge between Policy and BPO teams, translating policy requirements into scalable training materials and programs to ensure compliance with Moderation, Labeling, and Service standards.
• Design and implement intake-to-delivery SOPs, ensuring accurate tracking of policy updates and effective rollout to BPO teams.
• Resolve BPO case inquiries by clarifying policy ambiguities and partnering with Policy teams to refine guidelines and improve implementation.
• Develop and execute statistically sound QA frameworks and audits to monitor BPO accuracy, quality, and SLA adherence.
• Conduct structured case reviews to identify policy or process gaps, and drive improvements with Policy and Product stakeholders.
• Partner cross-functionally (Policy, Product, BPO) to continuously enhance training, QA, and operational processes.
• Perform root cause analyses on performance gaps and implement targeted actions to improve BPO outcomes.

• 1+ years of experience in BPO operations, including enforcement, labeling, moderation, or customer service, ideally within Internet, e-commerce, or O2O environments.
• Strong understanding of BPO management, including requirements intake, SOP development, SLA management, productivity and quality metrics, training, and workforce planning; familiarity with industry best practices and trends.
• Excellent presentation skills, with the ability to synthesize data and insights into clear, structured recommendations for stakeholders and leadership.
• Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.

• Proficiency in utilizing querying and analytical tools, and conducting data analysis (e.g., SQL, Python, Excel) is advantageous.
• Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross‑functional teams.
• Familiarity with O2O, E‑commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements.
• Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast‑paced environment.

The base salary range for this position in the selected city is $80,169 - $121,600 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location.

Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.