Responsibilities
Team Intro
The Enforcement Operations team is responsible for the enforcement of our policies to ensure a safe user experience on our product. This team consists of 3 different pillars: Delivery Operations, Delivery Services, and Implementation Optimization.
Our Delivery Services team provides critical support to our Delivery Operations teams. It includes two core functions: workforce and capacity planning and vendor management, with the goal of improving operational efficiency and compliance.
Our Delivery Services Lead will drive the strategy and execution of workforce management and capacity planning, ensuring operational excellence across user support and content moderation teams. They will lead a high-performing team responsible for forecasting, scheduling, and real-time queue management, while collaborating closely with internal stakeholders and external partners to meet service goals and optimize resource allocation. This role is critical to aligning staffing and financial planning with long-term business objectives.
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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.