Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

The role of Global Operations Lead for Trust & Safety is to lead operations and relationship management with one of our key clients based Globally in Locations like US, LATAM, Ireland, other EMEA and APAC locations. The role will be assigned responsibilities at a regional (EMEA or APAC or Americas) or Global level. This client is a global leader in Platforms & Technology. The successful candidate should have managed service & outsourcing experience, have led a best-in-class service and built client relationships through excellence in service management at senior levels in customer organizations, preferably with experience in Trust & Safety workflows (including Sensitive and Non-sensitive content moderation).

You work with client(s) and internal regional (Country specific) teams to improve our understanding of the business area, regulations driving content moderation workflows in specific geos, people wellness, operational performance and growth. You provide leadership and subject matter expertise to various teams to actually get things done, aligned to existing policies governing trust & safety workflows. As a people champion, you will set up the right framework for wellness of operations team working on various type of sensitive and non-sensitive content. A master of interpersonal communication and task management, you will work frequently with our global and local (regional country level) teams. Fast-paced, dynamic, approachable, innovative, fast thinker & informed decision maker and proactive are some of the key things that the Trust & Safety Global Operations Lead would bring to the table. The right candidate needs to have a good understanding of managed services, online digital marketing, customer experience management and processes at a large enterprise level. They must have strong experience leading global operational teams in multiple locations (across globe) and working in a multicultural and virtual environment.

The Responsibilities & Duties

• Responsible for managing end to end service delivery of a portfolio of services and projects for a global high-tech client.
• Reports to the Global Client services and Operations & Delivery Head – leading service delivery for one global customer.
• Ensures sufficient extended shift coverage with teams in other regions like Americas, EMEA and APAC to support as back up in absence of other regional leads by adjusting own shift hours, not necessarily having to stretch beyond normal worked hrs.
• Flexibility and Agility required to be back up for other Global functional leads.
• Well versed with managing outsourced services and leading the supporting governance structures.
• Works well as the link between the Global and Country specific PMO, Operations, Quality & Training, Innovation teams and respective shared services to deliver the best outcome for both customer and service provider.
• Works closely with country leads in assigned region to support transition activities such as resource planning, service alignment, contract management, on-boarding and off-boarding of resources.
• Manage the end to end change request process for each service. Ensuring alignment to SOW.
• Act as the single point of contact for service escalations between customer and vendor.
• Drive service excellence and continuous improvement initiatives, including deployment of best practice sharing with regions outside EMEA.
• Helps drive global performance by understanding and driving positive impact of region.
• Ensure that SLAs and KPIs are met as committed to customers with supporting service improvement plans (SIPs) where required.
• Ensure high levels of customer satisfaction (KSAT) at a customer vendor management level and act as the face of the organization.
• Support the ‘talent management’ teams in driving our culture, values and employee engagement.
• Effectively communicate the operation and transition status to all stakeholders through agreed governance.
• Drive and promote the employee wellbeing & engagement program.
• Raise any concerns related to employee wellbeing to relevant stakeholders.
• Conduct the monthly and quarterly service reviews with the customer stakeholders.
• Work closely with internal stakeholders and customers to ensure proper alignment to business objectives.
• Responsible for building and sustaining a strong Service Management Organization with seamless changes in scope.
• Leading the wider team through clear focused global account strategy.

The First-Year Objectives

• Relationship building with Global and regional operational teams and set up of appropriate governance within 1st 4 months.
• Complete understanding of all Workflows and global landscape of the work being supported under Customer Support and Trust & Safety umbrella.
• Complete understanding of all contracts and change orders to ensure comprehension.
• Client relationship building at VM level and regular cadence set after 1st 4 months.

The Qualifications

• Bachelor’s or Master’s degree in Computer Science, marketing, business or related fields.
• 12+ years running operations in business process outsourcing environment.
• 8+ years’ experience leading senior customer relationships.
• Experience in managed services, trust & safety, customer service, high tech, sales or online\digital services.
• Strong service management experience with ITIL qualification desirable and proven experience of implementation.
• Strong communication and presentation skills.
• Fluent in both spoken and written English.
• Must be able to function effectively in a fast-paced customer environment demonstrating strong leadership abilities and integrity.

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.