Los Angeles, CA30+ days ago
p>Responsibilities: • Define and execute the long-term operational efficiency strategy for Content Operations globally • Design scalable operating models to support rapid growth in content volume, markets, and policy complexity • Balance quality, speed, cost, and risk in decision-making • Own end-to-end process design, optimization, and documentation across moderation, appeals, escalations, and special handling flows • Introduce Lean / Six Sigma / operational excellence methodologies to reduce waste, rework, and latency • Lead continuous improvement programs with measurable efficiency and quality gains • Own global capacity planning, forecasting, and workload modeling • Support budget and ROI processes • Lead coordination of the annual and quarterly OKR planning cycle and reporting • Define and own core operational efficiency KPIs (e.g., cost per decision, handle time, automation rate) • Build and lead a high-performing team of Operations Program Managers • Set a strong culture of ownership, accountability, and data-driven decision-making • Mentor future operations leaders. This leader partners closely with Content Verticals, Regional Operations, PGC Product, Engineering, Data Science, and other XFN teams to ensure operations are data-driven, future-proofed, and continuously improving.