Operations Manager III

Our Global client in the tech industry is seeking an Operations Manager III.

Operations Manager III

12 Months

$100- $123/hr. on W2

Remote in New York

We are seeking a detail-oriented and proactive Quality Program Manager to support large-scale Trust & Safety and Content Moderation operations. This role will focus on maintaining quality standards, improving operational performance, managing vendor relationships, and driving cross-functional initiatives across Policy, Engineering, and Operations.

The ideal candidate has strong experience in Trust & Safety, Content Moderation, Quality Operations, BPO/Vendor Management, and Program Management, with the ability to use data and operational insights to identify issues and drive measurable improvements.

• Own and monitor quality KPIs, SLAs, and operational performance metrics across internal and vendor-supported operations.
• Lead regular quality reviews, calibration sessions, root-cause analyses, and performance improvement initiatives.
• Serve as a primary quality point of contact for vendor/BPO partners, managing performance, escalations, corrective actions, and operational alignment.
• Partner closely with Policy, Engineering, Business Analytics, and Operations teams to identify and resolve workflow, data, queue, and tooling issues.
• Support policy launches, tool migrations, sampling methodology changes, and operational readiness initiatives.
• Identify quality trends, investigate performance gaps, and develop recommendations for process and workflow improvements.
• Maintain SOPs, process documentation, operational trackers, roadmaps, and quality frameworks.
• Manage escalations and ensure issues are appropriately documented, prioritized, and resolved.
• Build and maintain dashboards and reporting mechanisms to provide leadership with visibility into quality and operational performance.
• Help standardize best practices across teams, vendors, workflows, and operational locations.
• Support process re-engineering, automation, and operational efficiency initiatives.

• 7+ years of experience in customer/client-facing operations, preferably within Trust & Safety, Content Moderation, Quality Assurance, or BPO operations.
• 5+ years of operations management or program management experience.
• Experience managing or partnering with vendor/BPO teams.
• Strong knowledge of quality programs, KPI/SLA management, calibration, sampling, and root-cause analysis.
• Experience working with policy, operations, product, engineering, or analytics teams.
• Strong organizational and project management skills, including managing multiple priorities, escalations, and timelines.
• Ability to analyze operational data and identify trends, discrepancies, and performance gaps.
• Experience with SQL, Tableau, Looker, Power BI, or other data visualization/reporting tools is preferred.
• Strong written and verbal communication skills with the ability to work effectively with senior stakeholders.

For workers in the United States, Pride Global and it's affiliates offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

Pride Global and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition,…