Delivery Services Lead, Trust & Safety - USDS

The Delivery Services Lead may be exposed to harmful content as part of their core day-to-day functions, as well as in project work; in response to escalation requests; or by chance.

Some content viewed my violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
1. Leadership and Strategy:
- Lead and manage the Workforce Management and Capacity Planning team "Delivery Services", fostering a collaborative and high-performance culture.
- Develop and implement strategies that align with operational and financial goals, ensuring optimal staffing levels and resource allocation.

2. Workforce Management:
- Oversee the forecasting, scheduling, and real-time management of workforce resources to meet service level agreements (SLAs) and operational demands.
- Utilize data analytics and workforce management tools to optimize staffing efficiency and improve service delivery.

3. Capacity Planning:
- Analyze current and future operational needs to develop comprehensive capacity plans that support user support operations and content moderation.
- Collaborate with cross-functional teams to identify trends, potential risks, and opportunities for process improvements.
- Collaboration with internal and external (BPO) operational delivery teams on queue management through a centralized command centre.

4. Operational Workforce and Financial Forecasting:
- Conduct detailed operational workforce forecasting to project staffing needs based on historical data and anticipated demand fluctuations.
- Develop financial forecasts related to workforce costs, ensuring alignment with overall budgetary goals and operational efficiency.
- Provide insights and recommendations to leadership regarding resource allocation and financial planning to optimize operational performance.

5. Performance Monitoring:
- Establish key performance indicators (KPIs) to measure the effectiveness of workforce management and capacity planning initiatives.
- Regularly review performance data and provide actionable insights to stakeholders to drive continuous improvement.

6. Collaboration:
- Work closely with user support and content moderation teams to understand their needs and challenges, ensuring alignment in workforce planning.
- Partner with senior leadership to communicate workforce, financial and operational strategies and updates effectively.
- Collaboration with internal and external (BPO) operational delivery teams on queue management through a centralized command centre.

7. Training and Development:
- Mentor and develop team members, promoting professional growth and knowledge sharing within the team.
- Ensure the team is equipped with the necessary skills and tools to succeed in a dynamic operational environment.

Qualifications

Minimum Qualifications:
- Bachelor's degree in Business Administration, Operations Management, or a related field; Master's degree preferred.
- Preferably a minimum of 5 years in workforce management and strategy, capacity planning and forecasting, preferably in user support or content moderation settings.
- Strong analytical skills with a proven ability to leverage data for decision-making.
- Excellent leadership and interpersonal skills, with experience managing high-performing teams.
- Proficiency in workforce management software and tools.
- Exceptional communication skills, both written and verbal.

Preferred Qualifications:
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $106666 - $241200 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.