Operations Manager (III)

Aquent, a leading talent solutions partner, is excited to connect you with a pivotal opportunity at a global organization that stands at the forefront of digital innovation. Your expertise will be instrumental in maintaining the integrity and stability of critical online platforms, directly impacting global operations and user trust. This is a chance to make a tangible difference in a dynamic environment, shaping the future reliability of a widely used platform.

About Our Client

Our client is a leading global organization, pioneering digital innovation and setting the standard for online platforms. They are dedicated to maintaining the highest levels of integrity and stability for their users worldwide. Join a team where your contributions directly support the seamless functioning of critical online services and foster unparalleled user trust.

About the Role

Step into a pivotal role where you will be the linchpin for operational excellence and quality assurance within dynamic global operations. This isn't just about managing tasks; it's about being the driving force that guarantees seamless workflows, spearheads critical policy implementations, and safeguards the quality benchmarks that underpin an exceptional user experience. You will be instrumental in fostering alignment across diverse teams-from policy strategists to engineering innovators and operational specialists-directly shaping the future of platform reliability and user trust.

In this impactful position, you will maintain high-quality standards and operational continuity. Leveraging your analytical prowess and stakeholder management skills, you will identify and resolve complex issues, ensuring systems and processes operate flawlessly, especially during critical launches and transitions. Your contributions will directly influence the efficiency and effectiveness of global operations, making a significant impact on millions of users.

What You'll Do

• Monitor and report on core quality KPIs, lead regular quality syncs, and perform root-cause analyses on performance escalations to identify operational bottlenecks.
• Collaborate with Business Analysts and Engineering to triage and resolve data pipeline issues, queue configuration errors, and technical bugs within workflow systems.
• Serve as the primary quality point of contact for vendor partners, lead calibration sessions to ensure policy-to-process alignment, and manage escalations across assigned verticals.
• Support ongoing infrastructure initiatives, including the transition of sampling methodologies and the execution of early-stage quality launch protocols.
• Maintain standard operating procedures (SOPs), contribute to team roadmaps, and manage operational tools and processes to support team efficiency and workflow standards.

What You'll Bring

Must-Have Qualifications:

• 7 years of experience in a customer or client-facing role supporting Trust & Safety, content moderation quality assurance, or BPO operations.
• 5 years of experience managing operations.
• Proficiency in SQL or data visualization tools to interpret metrics and manage dashboards, with the ability to troubleshoot data discrepancies independently.
• Demonstrated ability to manage complex relationships with diverse stakeholders.
• Strong organizational skills with a focus on managing bug backlogs, process documentation, and project timelines.
• Ability to navigate fast-paced, high-risk environments, successfully pivoting between business-as-usual operations and emergency response modes.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.