Group Leader, Safety Model Operations (APAC) - AI Data Service Operations

Responsibilities

Team Introduction
Safety Model Operations (SMO) is a dedicated organization that provides end-to-end support for AI Moderation services across a wide range of international products. Our core function is to deliver high-quality labeling, evaluation, and safety-related data services that help ensure AI systems operate responsibly, accurately, and in alignment with product requirements.

The SMO Delivery Team plays a critical role in the organization. Its primary responsibility is to carry out the full spectrum of quality assurance activities for each project. This includes:
- Conducting detailed reviews and complex RCA's to ensure labeling accuracy and consistency
- Monitoring quality performance and compliance against project-specific KPIs
- Identifying trends, risks, and potential gaps in processes or guidelines
- Providing structured feedback and improvement recommendations to the Central Project Team
- Supporting continual optimization of workflows, tools, and evaluation methodologies
- Improve Model performance of AI models

What will I do?
The Group Lead will lead and scale large operational teams within Safety Model Operations, ensuring high-quality AI moderation services across APAC. This role involves coaching team leads, managing cross-functional stakeholder relationships, driving operational excellence through data-driven performance monitoring, and collaborating with product, engineering, and policy teams to improve AI model performance and annotation workflows.

Responsibilities
- Lead, motivate, and support large, fast-paced operational teams, ensuring high-quality delivery, timely issue resolution, and employee development.
- Set clear expectations and oversee performance through planning, monitoring, appraisals, and continuous feedback.
- Manage data collection and reporting to meet productivity targets, reduce unit cost, eliminate errors, and deliver exceptional customer experience.
- Collaborate cross-functionally with product, engineering, policy, and operations teams to enhance proprietary tools, systems, and workflows.
- Foster a feedback-driven culture focused on continuous improvement and operational excellence.
- Create, maintain, and oversee training and knowledge-management programs, including onboarding, enablement metrics, and training effectiveness.
- Partner closely with Legal, Safety, and Compliance teams to ensure adherence to regulatory and internal standards.
- Identify, escalate, and resolve issues of medium complexity, removing operational barriers and driving stakeholder alignment.

Qualifications

Minimum Qualifications:
- Minimum 3 years of leadership experience managing managers, ideally in Trust & Safety, Tech Operations, or a related domain, with the ability to lead, motivate, and scale high-performing teams.
- Strong communication and stakeholder management skills, with the ability to influence and collaborate effectively across cross-functional teams in fast-paced environments.
- Proven capability in strategy development, project prioritization, and operational execution, delivering high-quality outcomes under tight timelines and evolving business needs.
- Strong analytical and problem-solving skills, with the ability to interpret complex operational data, extract insights, and support data-driven decision making.
- Experience using data tools for operational analysis, including SQL (or similar querying tools) and data visualization platforms such as Power BI to monitor performance and quality metrics.
- Understanding of machine learning and data annotation workflows, including annotation accuracy, QA metrics, model evaluation, and feedback loops to continuously improve model performance.
- Experience managing operational resources, including headcount, budgets, and workforce planning.

Preferred Qualifications
- Bachelor's degree in business, management, operations, or a related field.
- Demonstrated experience building, scaling, and developing large teams in a high-growth or fast-paced environment.
- Experience working cross-functionally in a highly matrixed, global organization and with external partners.