Operations Manager III

Russell Tobin; New York (NY); Remote; USD 286,541,000 - 352,666,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement savings

Employee discounts

Job summary

PrideGlobal is seeking an experienced Operations Manager III to oversee quality programs within Trust & Safety and Content Moderation operations. This remote role in New York emphasizes maintaining quality standards, improving performance, vendor management, and driving cross-functional initiatives with Policy, Engineering, and Operations.

The ideal candidate will have extensive experience in quality operations and program management, with strong data-driven decision-making and stakeholder

Qualifications

• 7+ years in customer-facing operations, preferably within Trust & Safety, Content Moderation, Quality Assurance, or BPO operations.
• 5+ years of operations management or program management experience.
• Experience managing or partnering with vendor/BPO teams.
• Strong knowledge of quality programs, KPI/SLA management, calibration, sampling, and root-cause analysis.
• Experience working with policy, operations, product, engineering, or analytics teams.
• Strong organizational and project management skills, including managing multiple priorities, escalations, and timelines.
• Ability to analyze operational data and identify trends, discrepancies, and performance gaps.
• Experience with SQL, Tableau, Looker, Power BI, or other data visualization/reporting tools is preferred.
• Strong written and verbal communication skills with the ability to work effectively with senior stakeholders.

Responsibilities

• Own and monitor quality KPIs, SLAs, and operational performance metrics across internal and vendor-supported operations.
• Lead regular quality reviews, calibration sessions, root-cause analyses, and performance improvement initiatives.
• Serve as a primary quality point of contact for vendor/BPO partners, managing performance, escalations, corrective actions, and operational alignment.
• Partner closely with Policy, Engineering, Business Analytics, and Operations teams to identify and resolve workflow, data, queue, and tooling issues.
• Support policy launches, tool migrations, sampling methodology changes, and operational readiness initiatives.
• Identify quality trends, investigate performance gaps, and develop recommendations for process and workflow improvements.
• Maintain SOPs, process documentation, operational trackers, roadmaps, and quality frameworks.
• Manage escalations and ensure issues are appropriately documented, prioritized, and resolved.
• Build and maintain dashboards and reporting mechanisms to provide leadership with visibility into quality and operational performance.
• Help standardize best practices across teams, vendors, workflows, and operational locations.
• Support process re-engineering, automation, and operational efficiency initiatives.

Skills

Vendor management

KPI & SLA management

Data analysis

Project management

Stakeholder communication

Policy & operations coordination

SQL / BI tools

Tools

SQL

Tableau

Looker

Power BI

Job description

Our Global client in the tech industry is seeking an Operations Manager III.

Title

Operations Manager III

Duration of the contract

12 Months

Pay Range

$100- $123/hr. on W2

Location

Remote in New York

Job Description

We are seeking a detail-oriented and proactive Quality Program Manager to support large-scale Trust & Safety and Content Moderation operations. This role will focus on maintaining quality standards, improving operational performance, managing vendor relationships, and driving cross-functional initiatives across Policy, Engineering, and Operations.

The ideal candidate has strong experience in Trust & Safety, Content Moderation, Quality Operations, BPO/Vendor Management, and Program Management, with the ability to use data and operational insights to identify issues and drive measurable improvements.

Key Responsibilities

• Own and monitor quality KPIs, SLAs, and operational performance metrics across internal and vendor-supported operations.
• Lead regular quality reviews, calibration sessions, root-cause analyses, and performance improvement initiatives.
• Serve as a primary quality point of contact for vendor/BPO partners, managing performance, escalations, corrective actions, and operational alignment.
• Partner closely with Policy, Engineering, Business Analytics, and Operations teams to identify and resolve workflow, data, queue, and tooling issues.
• Support policy launches, tool migrations, sampling methodology changes, and operational readiness initiatives.
• Identify quality trends, investigate performance gaps, and develop recommendations for process and workflow improvements.
• Maintain SOPs, process documentation, operational trackers, roadmaps, and quality frameworks.
• Manage escalations and ensure issues are appropriately documented, prioritized, and resolved.
• Build and maintain dashboards and reporting mechanisms to provide leadership with visibility into quality and operational performance.
• Help standardize best practices across teams, vendors, workflows, and operational locations.
• Support process re-engineering, automation, and operational efficiency initiatives.

Required Qualifications

• 7+ years of experience in customer/client-facing operations, preferably within Trust & Safety, Content Moderation, Quality Assurance, or BPO operations.
• 5+ years of operations management or program management experience.
• Experience managing or partnering with vendor/BPO teams.
• Strong knowledge of quality programs, KPI/SLA management, calibration, sampling, and root-cause analysis.
• Experience working with policy, operations, product, engineering, or analytics teams.
• Strong organizational and project management skills, including managing multiple priorities, escalations, and timelines.
• Ability to analyze operational data and identify trends, discrepancies, and performance gaps.
• Experience with SQL, Tableau, Looker, Power BI, or other data visualization/reporting tools is preferred.
• Strong written and verbal communication skills with the ability to work effectively with senior stakeholders.

Benefits and Compensation

For workers in the United States, PrideGlobal and it's affiliates offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Additional Information

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.

Only applicable for Kentucky positions: For this type of employment, state law requires a criminal record check as a condition of employment. This applies to direct care staff (Examples: RN, LPN, Nurse Aides, Therapists) referred to Kentucky nursing facilities, assisted living communities, or long-term care facilities, in accordance with KRS 216.793.