Site Operations Leader, Moderation Hub

Confidential; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

Confidential is seeking a Senior Operations Manager to lead a large site of 500–1,000 moderation staff. The role drives operational excellence, financial performance, and client satisfaction at the site level.

Responsibilities include P&L ownership, cross-functional leadership, and delivering improvements across staffing, processes, and technology. International collaboration and relocation may be required.

Qualifications

• Minimum 5 years’ experience in a similar role within a BPO environment.
• At least 2 years’ experience in content moderation with content management tools.
• Experience managing multiple LOBs or programs simultaneously.
• Site management experience is preferred.
• Strong client relationship skills and English communication.

Responsibilities

• Lead day-to-day site operations, ensuring efficiency, quality, and consistent delivery across all shifts.
• Own the site P&L, managing budgets, cost control, and revenue performance to meet business objectives.
• Serve as the primary client liaison for site-specific requirements, aligning operational delivery with KPIs, SLAs, and contractual commitments.
• Oversee site management functions including staffing, scheduling, infrastructure, safety, and compliance.
• Drive performance management, mentoring, and development for Operations Managers and their teams, addressing skill gaps and fostering high engagement.
• Standardize processes and best practices across the site to ensure operational consistency and scalability.
• Conduct site-focused business reviews, presenting operational and financial performance insights to stakeholders.
• Implement continuous improvement initiatives, including workforce optimization, employee engagement programs, and process enhancements.
• Stay up-to-date with industry trends and social developments that may impact the business or operations.

Skills

Leadership

Content moderation

Multi-LOB management

Site management

Client relationships

English communication

Team leadership

Organizational skills

Cross-cultural collaboration

Willing to relocate

Open to all nationalities

Job description

Confidential is seeking a Senior Operations Manager to lead a large site of 500–1,000 moderation staff. The role drives operational excellence, financial performance, and client satisfaction at the site level.

Responsibilities include P&L ownership, cross-functional leadership, and delivering improvements across staffing, processes, and technology. International collaboration and relocation may be required.