Partner Operations Manager, APAC (LIVE & Monetization), Trust & Safety

uality 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

2. Quality Assurance & Data-Driven Performance

• Own and maintain quality dashboards and performance scorecards across all partner sites; ensure data integrity and reduce discrepancies in reporting
• Drive RCA (Root Cause Analysis) deep dives on underperformance with vendor QA leads; surface feedback and propose actionable solutions to improve metrics
• Leverage Quality data to identify accuracy gaps and drive continuous improvement initiatives
• Publish consolidated performance reports spanning markets, covering KPIs; present insights and recommendations to stakeholders
• Identify trends and anomalies through data analysis; propose proactive interventions before issues escalate

3. Policy Rollout & Compliance

• Project-manage the end-to-end rollout of policy changes, upskilling programs, case alignments, and new processes across vendor partners in coordination with POMs
• Provide operational support for major policy launches (e.g., large-scale policy framework updates), including test execution, documentation QA, and readiness verification
• Where markets span multiple regions, serve as the cross-region/cross-partner liaison - aligning on quality standards, policy interpretation, and ecosystem changes
• Ensure vendor QA teams maintain a high bar of policy knowledge; conduct regular policy calibration sessions and alignment checks
• Oversee and communicate any misalignments from quality measurement processes to prevent impact on BPO accuracy and reporting

4. Stakeholder Management & Partnership

• Build and maintain strong relationships with internal stakeholders including Inhouse T&S, Global Training, Quality, Policy Enforcement, Product teams and other XFNs
• Create a strong partnership cadence with vendor leadership to enable joint action planning and metric ownership on quality-related matters
• Advocate for vendor moderation teams internally - surface their challenges, feedback, and operational constraints to drive systemic improvements
• Conduct triage during critical events, risk escalations, and major incidents at LOB and market level; coordinate cross-functional response efforts
• Attend internal calibration and alignment sessions; provide necessary clarifications to partners based on community guidelines

5. Gen AI Integration & AI-Augmented Moderation

• Champion the adoption and optimization of Gen AI tools within vendor operations, including AI-assisted triage, auto-labeling, and intelligent queue routing
• Collaborate with T&S product and engineering teams to pilot and scale AI-powered moderation features across vendor sites; manage UAT, feedback loops, and iteration cycles
• Evaluate vendor readiness for AI-augmented workflows; design upskilling programs to build AI literacy and prompt-engineering capabilities within vendor QA and moderation teams
• Monitor AI model performance metrics (precision, recall, false positive/negative rates) in partnership with ML teams; ensure AI outputs align with policy intent and cultural nuance
• Drive operational playbooks for human-in-the-loop (HITL) workflows, ensuring moderators effectively validate, override, and provide feedback on AI-generated decisions
• Stay current on emerging Gen AI applications in Trust & Safety (e.g., multimodal content analysis, adversarial robustness testing, red-teaming) and advocate for their operational integration

Qualifications

Minimum Qualifications

• Bachelor's degree or equivalent practical experience
• 5+ years of experience in Trust & Safety, Content Moderation operations, or BPO/vendor management (tech industry); or 5+ years of managerial experience overseeing outsourced partner operations (direct people management)
• Proven track record of managing vendor operations at scale (impact on quality metrics/SLA performance) or BPO KPI ownership/target-driven performance management
• Strong analytical skills (data-driven decision making) and proficiency in performance dashboards/reporting tools
• Deep understanding of APAC regional/market-level cultural context
• Experience working with cross-functional partners across multiple countries and time zones; or experience leading large-scale transformation initiatives and familiarity with sourcing/contracting processes

Preferred Qualifications

• Strategic, critical thinking and strong communication skills
• Hands-on experience integrating Gen AI/LLM-based tools into operational workflows
• Familiarity with AI evaluation metrics
• Knowledge of AI safety principles, red-teaming methodologies, QA processes, sampling methodologies, or golden set assessment frameworks
• Strong attention to detail, independent work ability (fast-paced/ambiguous environments), judgment, coaching, and people management skills -
• Experience with operational crisis management (Live moderation environments) or problem analysis/implementation of effective solutions
• Technical Skills (Gen AI & Emerging) : Data & Analytics: Dashboard design (Tableau/Looker/SQL), RCA methodologies, A/B testing for operational workflows -1; Vendor Ops Tech: BPO workforce management tools, real-time queue monitoring, SLA tracking platforms