Operation Manager - Content Moderation

Tsing Digital Technology Sdn Bhd; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

Tsing Digital Technology Sdn Bhd in Malaysia seeks a Senior Operations Lead to oversee the day‑to‑day content moderation project, driving KPI, SLA, quality and productivity targets. You will lead Team Leaders, QA, Trainers and frontline staff, manage workload, capacity and shift scheduling, and partner with WFM, QA and Training to continuously improve performance and policy compliance.

Key duties include handling escalations, performing root cause analysis, delivering regular client reporting

Qualifications

• Diploma or above in any discipline, with relevant experience in BPO or content moderation preferred.
• Minimum 5 years in BPO/content moderation or related operations.

Responsibilities

• Oversee the day-to-day operations of the content moderation project, ensuring KPI, SLA, quality, and productivity targets are consistently achieved.
• Lead, manage, and develop Team Leaders, QA, Trainers, and frontline operations teams to drive high performance and operational excellence.
• Monitor workload, backlog, workforce allocation, capacity, and shift scheduling to ensure optimal resource utilization.
• Partner closely with WFM, QA, Training, and other support functions to identify opportunities and implement initiatives that continuously improve operational performance.
• Ensure operational teams consistently adhere to client policies, content moderation guidelines, quality standards, and information security requirements.
• Manage operational escalations, including high-risk, sensitive, and business-critical cases, ensuring timely and appropriate resolution.
• Conduct Root Cause Analysis (RCA) on operational and performance-related issues and drive effective corrective and preventive actions.
• Serve as a key point of contact for clients, overseeing regular performance reporting and participating in business reviews, including Weekly Business Reviews (WBR) and Quarterly Business Reviews (QBR).
• Drive overall team performance, employee development, engagement, and continuous improvement initiatives.
• Provide operational support for 24/7 business requirements, including urgent and critical matters when necessary.

Skills

Leadership

People management

KPI monitoring

Workforce planning

Stakeholder management

Decision making

Analytical

Communication

Problem-solving

Change management

Education

Diploma or above in any discipline

Tools

CMS reporting

Job description

Oversee the day-to-day operations of the content moderation project, ensuring all KPI, SLA, quality, and productivity targets are consistently achieved.

Lead, manage, and develop Team Leaders, QA, Trainers, and frontline operations teams to drive high performance and operational excellence.

Monitor workload, backlog, workforce allocation, capacity, and shift scheduling to ensure optimal resource utilization.

Partner closely with WFM, QA, Training, and other support functions to identify opportunities and implement initiatives that continuously improve operational performance.

Ensure operational teams consistently adhere to client policies, content moderation guidelines, quality standards, and information security requirements.

Manage operational escalations, including high-risk, sensitive, and business-critical cases, ensuring timely and appropriate resolution.

Conduct Root Cause Analysis (RCA) on operational and performance-related issues and drive effective corrective and preventive actions.

Serve as a key point of contact for clients, overseeing regular performance reporting and participating in business reviews, including Weekly Business Reviews (WBR) and Quarterly Business Reviews (QBR).

Drive overall team performance, employee development, engagement, and continuous improvement initiatives.

Provide operational support for 24/7 business requirements, including urgent and critical matters when necessary.

Job Responsibilities

• Oversee the day-to-day operations of the content moderation project, ensuring all KPI, SLA, quality, and productivity targets are consistently achieved.

• Lead, manage, and develop Team Leaders, QA, Trainers, and frontline operations teams to drive high performance and operational excellence.

• Monitor workload, backlog, workforce allocation, capacity, and shift scheduling to ensure optimal resource utilization.

• Partner closely with WFM, QA, Training, and other support functions to identify opportunities and implement initiatives that continuously improve operational performance.

• Ensure operational teams consistently adhere to client policies, content moderation guidelines, quality standards, and information security requirements.

• Manage operational escalations, including high-risk, sensitive, and business-critical cases, ensuring timely and appropriate resolution.

• Conduct Root Cause Analysis (RCA) on operational and performance-related issues and drive effective corrective and preventive actions.

• Serve as a key point of contact for clients, overseeing regular performance reporting and participating in business reviews, including Weekly Business Reviews (WBR) and Quarterly Business Reviews (QBR).

• Drive overall team performance, employee development, engagement, and continuous improvement initiatives.

• Provide operational support for 24/7 business requirements, including urgent and critical matters when necessary.

Requirements

• Diploma or above in any discipline. Relevant experience in BPO, content moderation, Trust & Safety, or related operations is highly preferred.

• Minimum 5 years of experience in BPO, content moderation, Trust & Safety, or a related operations environment.

• Proven experience managing Team Leaders and large-scale frontline operations teams.

• Strong understanding of contact center operational metrics, workforce scheduling, manpower planning, CMS reporting, and KPI performance analysis.

• Proven experience in key account management and end-to-end project implementation and execution.

• Strong leadership, analytical, decision-making, and problem-solving capabilities.

• Prior experience in client management and stakeholder engagement is highly preferred.

• Demonstrated experience in cost management, operational efficiency improvement, and process optimization.

• Excellent leadership, communication, collaboration, and stakeholder management skills.

• Ability to thrive in a fast-paced and dynamic environment, with flexibility to support shift-based and 24/7 operations as required.