Partner Operations Manager,APAC Monetization Job Manila Utah USA,Business

Position: Partner Operations Manager, APAC (LIVE & Monetization)
Location: Manila

Partner Operations Manager, APAC (LIVE & Monetization)

Location:

Pasig

Team:
Global Operations

Employment Type:

Regular

Job Code: A244175

Responsibilities

Vendor Operations Management – Own end‑to‑end operational delivery of Live Content Moderation across assigned vendor partners, ensuring SLA compliance for response time, accuracy, and throughput; design and implement vendor operating cadences including partner huddles, weekly business reviews, and monthly strategic planning sessions; monitor real‑time moderation queues and escalation pathways; proactively identify and resolve operational bottlenecks, capacity gaps, and quality drift; coordinate queue go‑live activities with stakeholders ensuring vendors are capacity‑ready, trained, and reporting is configured prior to launch;

develop and maintain vendor playbook documentation covering operational procedures, escalation protocols, and crisis response workflows.

Quality Assurance & Data‑Driven Performance – Own and maintain quality dashboards and performance scorecards across all partner sites; ensure data integrity and reduce discrepancies in reporting; drive RCA (Root Cause Analysis) deep dives on underperformance with vendor QA leads; surface feedback and propose actionable solutions; leverage quality data to identify accuracy gaps and drive continuous improvement initiatives; publish consolidated performance reports spanning markets covering KPIs;

present insights and recommendations to leadership stakeholders; identify trends and anomalies through data analysis and propose proactive interventions.

Policy Rollout & Compliance – Project‑manage the end‑to‑end rollout of policy changes, upskilling programs, case alignments, and new processes across vendor partners; provide operational support for major policy launches; where markets span multiple regions, serve as cross‑region/cross‑partner liaison; ensure vendor QA teams maintain a high bar of policy knowledge; conduct regular policy calibration sessions; oversee and communicate misalignments from quality measurement processes.

Stakeholder Management & Partnership – Build and maintain strong relationships with internal stakeholders; create strong partnership cadence with vendor leadership; advocate for vendor moderation teams; conduct triage during critical events, risk escalations, and major incidents; coordinate cross‑functional response efforts; attend internal calibration and alignment sessions and provide clarifications to partners.

Gen AI Integration & AI‑Augmented Moderation – Champion adoption and optimization of Gen AI tools within vendor operations; collaborate with T&S product and engineering teams to pilot and scale AI‑powered moderation features; evaluate vendor readiness for AI‑augmented workflows; design upskilling programs; monitor AI model performance metrics; drive operational playbooks for HITL workflows; stay current on emerging Gen AI applications and advocate for operational integration.

Minimum

Qualifications

Bachelor’s degree or equivalent practical experience.
5+ years of experience in Trust & Safety, Content Moderation operations, or BPO/vendor management, or 5+ years of managerial experience overseeing outsourced partner operations.
Proven track record of managing vendor operations at scale with impact on quality metrics/SLA performance or BPO KPI ownership/target‑driven performance management.
Strong analytical skills and proficiency in performance dashboards/reporting tools.
Fluency in English with deep understanding of APAC regional/market‑level cultural context.
Experience working with cross‑functional partners across multiple countries and time zones; or experience leading large‑scale transformation initiatives and familiarity with sourcing/contracting processes.

Preferred Qualifications

Strategic, critical thinking and strong communication skills.
Hands‑on experience integrating Gen AI/LLM‑based tools into operational workflows.
Familiarity with AI evaluation metrics.
Knowledge of AI safety principles, red‑team methodologies, QA processes, sampling methodologies, or golden set assessment frameworks.
Strong attention to detail, independent work ability, judgment, coaching, and people management skills; experience with operational crisis management or problem analysis in live moderation environments.
Technical skills:
Gen AI & Emerging – Data & Analytics (dashboard design, RCA methodologies, A/B testing);
Vendor Ops Tech (BPO workforce management tools, real‑time queue monitoring, SLA tracking platforms).

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Partner Operations Manager, APAC Monetization