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The Role
The Scaled Moderation Manager is responsible for bringing about improvements in moderation via a test, learn, adapt approach to enhance the user experience. This includes improving user sentiment, such as "As a user, I feel fairly treated by Depop".
Job Description
The role involves collaborating with content moderation stakeholders within T&S, as well as other teams like Policy, Engineering, Product, PR, Comms, Legal, HR, Finance, PALS, Real-time, CX, and external partners such as Depop's BPO and third-party moderation providers. You will analyze data to identify trends, prioritize pain points, and design experiments to address them. The role emphasizes running tests in a product-led manner, with hypotheses, metrics, dashboards, and success criteria, fostering a cycle of continuous learning and improvement.
Ways of Working
* Customer centricity
* Learning and iterating
* Focus and prioritization
* Collaboration
* Team empowerment
* Challenging time-consuming tasks
Responsibilities
* Lead a small team, including a content moderation specialist and a senior specialist, to transform moderation at scale, ensuring fairness and proportionality
* Conduct experiments to improve moderation-related user experience
* Keep stakeholders informed about tests, results, and insights
* Ensure rapid turnaround of tests while maintaining responsibility and quality
* Communicate challenges, insights, and feedback effectively
* Manage and develop team members, fostering a culture of excellence and respect
* Oversee the relationship with third-party moderation providers, ensuring service quality and leveraging new features
* Support administrative tasks, encouraging team autonomy and pushback when necessary
* Stay informed on industry trends and emerging issues in Trust & Safety
* Remain calm under pressure and coach the team in navigating a fast-paced environment
Requirements - Essential
* Experience leading teams in Trust & Safety, Risk, or related operations
* Experience with experimental, test-and-learn approaches in tech companies
* Ability to solve ambiguous problems and translate insights into operational processes
* Knowledge of rules engines and content moderation systems
* Experience collaborating with Product, Engineering, and Data Science teams
* Understanding of Trust & Safety challenges and best practices
* Excellent relationship management and communication skills
* Proactive and autonomous work ethic
Additional Information
Health & Wellbeing benefits, flexible working options, generous leave, development budgets, and various perks including life insurance, pension matching, and employee discounts.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
* Industries: Online Media
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