Workflow Strategist - USDS
Responsibilities
The Implementation and Optimization team manages the operational execution and strategy of all workflows related to human moderation for Trust and Safety within USDS. They work closely with multiple cross-functional partners, both within USDS and Global, to ensure that moderation workflows are launched, staffed, optimized, and meet efficiency metrics. They are experts in queue design, SOP management, queue allocation strategy, process design, and operational target setting for the business.
Responsibilities:
- Organize the process, implementation, and launch of product/policy developments, strategy intakes, and recovery/normalization projects. Responsibilities include coordination, status updates, problem resolution, and resource allocation.
- Collaboration with XFN teams like Product and Algo/Eng for any new projects or workflow requests, gathering any information that would support the planning and allocation process.
- Design and execute an operations strategy for allocating workflows between in-house and BPO teams and maximizing the effectiveness of the infrastructure.
- Work alongside Capacity and WFM teams to ensure proper staffing and forecasting.
- Coordinate with Training and Quality for any new requests that come in and ensure that coverage is allocated when needed.
- Ensuring that projects are documented, risk is reduced, resources are properly allocated and equipped, and issues are managed in the process.
- Responsible for connecting all stakeholders to keep everyone informed of the plans, strategies, and updates to fulfill and manage the requirements needed.
- Keep track of progress and communicate updates and changes in a timely manner, while keeping everyone accountable.
- Assess the effectiveness and health of the products and propose changes to optimize/normalize the queue and moderation workflow.
- Improve the business operation efficiency. These changes can range from identifying strategy issues to initiating queue interface changes.
- Set achievable targets and hold moderation teams accountable to those standards in coordination with XFN, such as Site Management, RM team, and QA team.
- Coordinate with all stakeholders to analyze efficiency & productivity (SLAs) and/or quality metrics (KPIs) and create operational plans to address root causes and escalate moderation issues.
- Create and manage all knowledge about workflows within USDS - ensuring it reflects the most up to date information for both product details and moderation workflows.
- Ensure queues are ready for use by creating the production and training queues, binding the policy, aligning with the product team on template changes/requirements, enqueueing training cases, creating the TTP logical queue, and updating documentation.
Qualifications
Minimum Qualifications:
- 3+ years of work experience, ideally in Trust & Safety, Operational, or Program Management roles
- Demonstrated success in managing strategic and operationally complex projects
- Proven ability to collaborate cross-functionally
- Ability to thrive in ambiguous environments, identify trade-offs, and make decisions with limited information in important situations
Preferred Qualifications:
- Attention to detail, highly self-driven and results-oriented
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- Strong written and oral communication skills
- 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 $96000 - $168889 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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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