Job Title

L2 Team Lead (Operational Lead)

Location

Mexico City, Monterrey, Guadalajara Onsite (5 days/week)

Job Type

FTE

Role Overview

The L2 Team Lead is responsible for the overall quality and operational success of the search evaluation project. This role requires deep guideline mastery and the ability to bridge the gap between the client's policy owners and the onsite execution team.

Key Responsibilities

Guideline Mastery: Independently digest complex search evaluation guidelines and clarify ambiguities through proactive Q& A with guideline owners. Knowledge Transfer: Cascade policy updates into clear, actionable instructions for the onsite L1 specialists. Operational Leadership: Drive project milestones, lead quality calibration sessions, and ensure the team meets delivery standards and strict SLAs. Training: Manage the intense training requirements and effectively answer operational questions from th...