Scaled Moderation Manager

DEPOP; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company in the online marketplace is seeking a Scaled Moderation Manager to enhance moderation processes and improve user experience. The role involves leading a team, conducting experiments, and collaborating with various stakeholders to ensure fairness and quality in content moderation. The ideal candidate will have experience in Trust & Safety, strong problem-solving skills, and the ability to communicate effectively across diverse teams.

Qualifications

• Experience leading teams in Trust & Safety or related domains.
• Experience conducting experiments in a tech environment.

Responsibilities

• Leading a team to transform content moderation at scale.
• Running experiments to improve moderation and user experience.
• Managing relationships with third-party moderation providers.

Skills

Leadership

Problem Solving

Communication

Collaboration

Data Analysis

Job description

The Role

The Scaled Moderation Manager is responsible for improving moderation processes through a test, learn, adapt approach to enhance the user experience. This includes increasing user sentiment, particularly around feeling fairly treated by Depop.

You will collaborate closely with content moderation stakeholders within T&S, other team members, and external partners such as Depop's BPO and third-party moderation providers. Your role involves data analysis to identify trends and pain points, designing and running experiments with clear hypotheses, metrics, and success measures, and continually refining scaled moderation to improve user experience.

The ways of working include:

• Customer centricity
• Learning and iterating
• Focus and prioritisation
• Collaboration
• Team empowerment
• Challenging time-consuming tasks

Responsibilities include:

• Leading a small team to transform content moderation at scale, ensuring fairness and proportionality
• Running experiments to improve moderation and user experience
• Updating stakeholders on tests, results, and learnings
• Ensuring quick turnaround of responsible tests to facilitate rapid learning
• Communicating effectively with stakeholders about challenges and insights
• Managing and coaching team members to foster a culture of excellence and respect
• Overseeing relationships with third-party moderation providers, ensuring service quality and leveraging new features
• Balancing team time between experimentation and administrative tasks, supporting junior team members
• Staying informed on industry trends and emerging issues in Trust & Safety
• Remaining calm and effective under pressure, coaching the team to navigate ambiguity

Requirements - Essential

• Experience leading teams in Trust & Safety, Risk, or related domains
• Experience conducting experiments and adopting a test, learn, adapt approach in a tech environment
• Proven ability to solve ambiguous problems and implement solutions
• Experience with rules engines and content moderation systems
• Collaborating with Product, Engineering, and Data Science teams to ensure platform safety
• Understanding of Trust & Safety challenges and best practices
• Strong relationship management skills across diverse functions and backgrounds
• Excellent communication skills tailored to different audiences
• Proactive, autonomous, and impact-driven work ethic