Job Description
Trust & Safety Associate Manager
Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.
You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system.Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.
Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture's well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.
Role Details
Manage the overall performance and governance of the Statements of Work (together with Service Provider Account Management / Business Development)
Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
Establish the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms
Provide exceptional people management, mentorship and career development to members of your team, including managers and Agents, achieve low attrition levels and high employee engagement
Drive Operations teams to deliver continuous improvement and productivity/quality gains
Flag and escalate business risks timely to Client
Qualifications/Skills Needed
Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
Strategic thinker with strong analytical and problem-solving skills
8+ years of experience in operations, preferably in technology industry
5+ years of people management experience, including managing leaders, and a strong desire to develop team members
Empathy for the Client community and passion to create an exceptional experience and provide outstanding support
Adaptable and energized by a fast-paced environment
Bachelor's degree, or equivalent
