As the Trust and Safety Operational Excellence Manager, you will play a pivotal role in improving the efficiency and effectiveness of our Trust and Safety operations. You will focus on optimising workflows, automating repetitive tasks, and ensuring our agents are focused on complex, critical cases that require human oversight. Additionally, you will manage relationships with our outsourcing partners and third-party providers, ensuring quality and performance standards are consistently met.

SKILLS REQUIRED:

Operational & Project Management Expertise: Proven experience in operations, project coordination, or workflow optimisation, with strong organisational and problem-solving skills.
Analytical & Technical Proficiency: Proficiency in Excel (BI/SQL tools are a plus) to measure operational performance, and support continuous improvement initiatives.
Quality & Performance Management: Experience in monitoring and enhancing BPO and third-party provider performance through KPIs, SLAs, and data insights.
Cross-Functional Collaboration: Comfortable working across teams, including Trust and Safety, Vetting, Product, and Engineering, to implement automation and optimise workflows effectively.

Workflow Optimisation:

• Identify and implement opportunities to streamline processes, reducing repetitive tasks for agents.
• Work closely with the Vetting and Trust and Safety teams to ensure processes are efficient, robust, and fit for purpose.
• Collaborate with Product and Engineering teams to automate manual workflows where possible.