Operational Excellence Manager for Abusive Content Prevention
5 hours ago
This role is with myGwork, an inclusive employer and a member of the largest global platform for the LGBTQ+ business community. As a manager in our Sales Abuse Prevention Operations team, you will be responsible for leading a team of highly skilled investigators supporting Machine Learning models and Data Science teams.
The ideal candidate will manage multiple team managers consisting of Investigation specialists (~75-80 headcount) who investigate buyer or seller transactions and take appropriate actions based on processes, tools, and high-judgment decisions.
Key Responsibilities- As a people manager, provide leadership and administrative support to your team(s) and manage them to focus on people development, minimize impact of Customer Experience/bad debt by meeting decision quality targets.
- Constantly meet/exceed service levels based on capacity and team delivery and execute road-mapped projects with various stakeholders.
- Rigorously perform in strategic planning, project road mapping activities of the team.
The incumbent is required to demonstrate performance in the following areas:
- Operations: Drive results in a production environment, lead teams across sites towards meeting operational metrics of accuracy, quality, productivity, and service levels.
- Metrics: Consistently lead the group of managers to meet goals aligned to improved customer experience and meet service levels as per goals.
- Process Improvement: Deliver significant Business impacts and contributions through improvement to quality, productivity, or customer experience.
- People Development: Develop the career and skills of Managers and Investigators in the team through regular performance feedback loops.
You will also be expected to communicate with multiple stakeholders within the organization, peer group, and support functions to ensure smooth delivery. Keep abreast of trends and fraud issues that impact our customers. Ensure myGwork is leading the curve in identifying and preventing any new Abusive reviews.
Requirements- 3+ years of team management experience
- 8+ years of operational and/or retail management experience
- Experience using data to influence business decisions
- Experience as a manager of managers
We offer an estimated annual salary of $120,000 - $180,000 depending on location and experience. This role requires someone with excellent leadership skills, operational expertise, and ability to drive results in a fast-paced environment.
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