Develop, implement and manage new product or service launch readiness programs to ensure trustworthy and excellent service experiences - maintaining or improving customer satisfaction and cost efficiency.
Manage and prioritize global and regional projects related to TTS partners (Sellers and Creators) / customers (Buyers) experience and service quality. Collaborate with cross-functional teams and stakeholders to identify, evaluate and address risks, opportunities and dependencies across project stages.
Proactively identify problems and opportunities and perform root cause analysis/diagnosis leading to significant impact.
...
You will work within a global team of Commercial Management and Contract Program Managers, and assist a Commercial Management and Contracts Global Head.
You will supervise the overall commercial relationships with internal stakeholders and Partners.
You will own commercial contracts per Region and/or per Line of Business, from the initial business discussion to signatures.
...
Design, implement, and continuously refine the QA framework (scorecards, sampling methodology, calibration cadence, audit workflows) across all vendor sites
Run weekly/monthly calibration sessions with vendor QA teams to ensure scoring consistency and alignment on quality standards
Monitor QA scores, internal audit vs. vendor self-audit variance, and critical error rates; escalate systemic deviations to vendor leadership
...
Own the regional on-call service strategy, operating model, and service delivery roadmap to ensure effective support for internal stakeholders, sellers, and creators.
Establish and continuously improve the escalation management framework, including KPIs, SOPs, workflows, ticketing processes, severity definitions, response standards, and governance mechanisms.
Own critical or high-risk escalations, ensuring timely coordination, clear ownership, effective resolution, and transparent stakeholder communication.
...
Own the regional on-call service strategy, operating model, and service delivery roadmap to ensure effective support for internal stakeholders, sellers, and creators.
Establish and continuously improve the escalation management framework, including KPIs, SOPs, workflows, ticketing processes, severity definitions, response standards, and governance mechanisms.
Own critical or high-risk escalations, ensuring timely coordination, clear ownership, effective resolution, and transparent stakeholder communication.
...
Define and drive moderation product strategy, roadmap priorities, and feature requirements aligned with operational needs
Gather business requirements from moderation, governance, and operational stakeholders and translate them into Business Requirement Documents (BRDs) and PRDs
Prioritize product initiatives based on business impact, operational scalability, and platform risk mitigation
...
Architect the Quality Program in collaboration with cross functional partners: Design and implement a comprehensive scabable global quality framework specifically tailored for high-risk operations (LERT, ERT, CST, NCMEC reporting and IP operations).
Build Automated QA Tools: Partner directly with Product, Engineering, and Data Science teams to design, develop, and deploy internal AI-driven quality monitoring and auditing tools.
Implement Anomaly Detection: Build innovative, scaled methods to detect and address quality warning signals across our end workflows.
...
Lead data annotation projects: manage the end-to-end execution of multiple projects, ensuring performance targets and SLAs are met.
Serve as the primary stakeholder interface for key internal requestors: translate product or business needs into clear labeling project requirements, align on targets, support workforce management planning, and develop delivery plans.
Drive delivery governance and cross-functional collaboration: establish operating rhythms, execution reviews, and escalation frameworks across QA, vendor, and business teams.
...
Lead data annotation projects: manage the end-to-end execution of multiple projects, ensuring performance targets and SLAs are met.
Serve as the primary stakeholder interface for key internal requestors: translate product or business needs into clear labeling project requirements, align on targets, support workforce management planning, and develop delivery plans.
Drive delivery governance and cross-functional collaboration: establish operating rhythms, execution reviews, and escalation frameworks across QA, vendor, and business teams.
...