Vendor Operations Manager, Critical Harms

The Safety Operations team is seeking a dynamic and experienced Vendor Operations Manager to support our Critical Harms team. This role is crucial in ensuring the effective and efficient operations of our vendor teams, who are essential in mitigating critical harms on our platform. You will be responsible for optimizing vendor performance, scaling operational processes and ensuring compliance with our safety standards. The ideal candidate will have a strong background in operations, vendor management and a solid understanding of safety and compliance.

If you have a proven track record of managing BPO vendors in a fast-paced environment and excel at driving operational excellence, we encourage you to apply.

You will report to the Senior Operations Manager, Trust & Safety.

You Will:

• Manage BPO vendor relationships ensuring they meet performance expectations for the Critical Harms queue.
• Manage day-to-day vendor operations by promptly responding to inquiries and resolving issues to support vendor teams.
• Drive process improvements and scale vendor operations for efficient critical harm report handling.
• Implement vendor best practices, focusing on quality and efficiency within the Critical Harms queue.
• Collaborate on training programs to equip vendor teams with the knowledge and tools for critical harm content.
• Track vendor performance metrics and proactively identify opportunities to improve vendor support provided to the Critical Harms team
• Produce reports that highlight areas for improvement and challenges related to the Critical Harms queue.
• Ensure vendor operations comply with relevant regulations and policies.

You Have:

• 3+ years of experience managing BPO vendor relationships, specifically within trust and safety or content moderation environments.
• Proven ability to optimize vendor performance through process improvements, training, and performance management.
• Demonstrated experience in scaling operational processes to support high-volume, critical workflows.
• Strong understanding of content moderation workflows, including queue management and efficiency optimization.
• Experience with data analysis and reporting, using KPIs to track vendor performance and identify trends.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and external vendors.
• A strong understanding of online safety principles and the ability to handle sensitive content with discretion.
• Experience with SLA management and ensuring vendor compliance with company policies and legal regulations.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.out the team and role. Remember to add who the candidate will report to.)