- Effectively manage a set of support queues by responding and resolving support cases and escalations with high quality, speed, empathy, and accuracy.
- Identify trends and key insights to drive impact to team goals including product, policy, user experience, and operational efficiency. Capacity to clearly communicate results of analyses.
- Complete data quality reviews and audits as needed.
- Become a subject matter expert in workflows spanning a variety of media integrity disciplines (examples: policy creation and enforcement, process optimization, measurement, and reporting in order to effectively advocate for operational efficiency.
- Work closely with Project Managers and Automation Specialists to build solutions for emerging integrity trends.
- Identify automation opportunities as we take down bad actors at scale.
- Improve integrity operations by understanding global challenges and needs, and influence scalable solutions to address industry segments and constituents' pain points
- Support vendors to understand the impact of policy changes on the team’s current work and surface gaps in policy, process, and tools.
- Partner with vendors to ensure that feedback is shared with relevant teams and proactively track the impact and success of remediation plans.
- Potential forup to approximately 16 hours per month spent on weekend shifts.
- Bachelor's degree in Business, Science, Engineering, Economics or similar field and 1+ years professional experience within an operations environment.
- Experience in a fast-paced /start-up environment
- Superb customer service and prioritization skills.
- Experience communicating the results of analyses in a clear and effective manner.
- Resilient, curious mindset
- Trust and Safety Operations Experience
- 1+ year of experience with SQL, experience manipulating large data sets
- Analytical background with experience managing results to metrics or equivalent experience.
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