Content Moderation Operations Manager

What's so interesting about this role?

Grindr is looking for a Content Moderation Operations Manager to drive the vision and execution for content moderation operations at scale, overseeing the team dedicated to investigating and resolving issues related to policy enforcement, fraud, safety, and other sensitive and complex scenarios.

Reporting directly to the VP of Customer Experience, you'll manage the day-to-day operations of content moderation, building scalable policies and processes while promoting an inclusive and collaborative culture. You'll also work cross-functionally across the organization, helping to contribute to a culture of safety by design.

This is a unique opportunity to work at a company with a focus on the global LGBTQ+ community, where Trust and Safety is seen as a strategic asset rather than a cost center. In this role you will have plenty of opportunities to significantly contribute to Grindr's mission of being a safe and welcoming space for millions of LGBTQ+ users around the world to find love and connection.

What's the job?

• Responsible for oversight of vendor operations of a global team of content moderators. Forecast volume and headcount needs for content moderation, ensuring a balance between high-quality work, adherence with production/metrics expectations, and moderator health and wellbeing.
• Supervise moderator training and quality assurance, ensuring that policies and processes are being applied effectively, fairly, consistently, and are supported by strong reporting and analytics.
• Develop and operationalize principles and policies for Community Guidelines enforcement, and enhance workflows via process improvements and tooling recommendations.
• Deliver reports and recommendations on content moderation and enforcement strategy, including at the executive level.
• Collaborate and advise on rollout of new features that require content moderation, helping to contribute to a culture of safety by design.
• Mitigate high crisis incidents that pose a risk to the company brand or to our users, and be able to weigh risks and balances between safety and privacy. Make final decisions and act as escalation point where needed, including time-sensitive escalations from operations teams, internal stakeholders, and outside groups (Law Enforcement, Government, NGO).

What we'll love about you

• Deep empathy and understanding of the LGBTQ+ community and their unique needs and challenges. You feel comfortable making decisions in ambiguous situations, and are able to recognize bias and discrimination, power dynamics, reclaimed language, and other situations specific to the LGBTQ+ community.
• Extensive experience with user-generated content and user-to-user communications at a global platform, with a deep understanding of internet norms and Trust & Safety trends and best practices.
• Leadership and management experience in a remote environment, with vendors, BPOs, and/or content moderation teams and a proven track record of operationalizing policy and community guidelines at scale.
• Proven ability to develop sound research methodologies and collect, synthesize, analyze, and interpret data.
• Strong interpersonal skills, with the ability to communicate clearly and effectively with a range of people including front line content moderators, executives, customers, and engineers.

We'll really swoon if you have

• Fluency in a language in addition to English, especially Spanish, Filipino, or Portuguese.
• A global perspective, with experience collaborating with multicultural teams across a range of time zones.

What you'll love about us

• Global impact. Grindr is the world-leading LGTBQ+ social networking service. Your role will impact the lives of millions of LGTBQ+ people around the world.
• High Growth. Like the company itself, this role offers significant room for growth and development.
• Remote First: We have offices in LA, NYC, SF, Chicago, Toronto, and Taipei, though the company is set up not just as remote-friendly, but remote-first. More than 30% of our employees work outside the cities where we have offices. Today, we are set up to hire easily in the US, Canada, and Taiwan. If you live outside one of these countries, just let us know so we can make sure we can support you.
• Comp: Industry competitive compensation, including equity for all employees.
• Benefits: Unlimited vacation policy.
• Family insurance: We provide great insurance coverage for health, dental, and vision for you and your family.
• Retirement Savings: Generous 401(k) plan.
• Other Perks: home-office stipend, many company-sponsored events.

About Grindr

Since launching in 2009, Grindr has grown into the world's largest social networking app for gay, bi, trans, and queer people. We have millions of daily users who use our location-based technology in almost every country in every corner of the planet.

Today, Grindr proudly represents a modern LGBTQ+ lifestyle that expands into new platforms. From social issues to original content, we continue to blaze innovative paths with a meaningful impact for our community. At Grindr, we create a safe space where you can discover, navigate, and get zero feet away from the queer world around you.

As of June 2020, Grindr has new owners with a track record of multiple successful Bay Area start-ups. The new leadership is demonstrating a renewed commitment to creating an experience for users that is safe, fun, and productive, as well as a positive & uplifting company culture in which everyone can be their best selves. At the heart of Grindr's mission in this new chapter is a shared set of core values including transparency, accountability, experimentation (failing fast), and strong allegiance to the LGBTQ+ community.

Grindr is an equal opportunity employer.

To learn more about how we handle the personal data of applicants, visit our Employee and Candidate Privacy Policy.

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