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 a...
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