Platform Reliability Manager, Global Operations & Quality

Aquent; New York (NY); Vor Ort; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Subsidized health plans

Vision and dental plans

Paid sick leave

Retirement plan with match

Free online training via Gymnasium

Zusammenfassung

Aquent is partnering with a global leader to recruit an Operations Manager (III) who will anchor reliability and quality across global operations. In this pivotal role, you will drive seamless workflows, policy implementations, and robust measurement of KPIs to support millions of users and critical online services.

You will collaborate with partners across analytics, engineering, and operations to triage issues, optimize data pipelines, and manage escalations while maintaining SOPs and

Qualifikationen

• 7 years of experience in a customer or client-facing role supporting Trust & Safety, content moderation quality assurance, or BPO operations.
• 5 years of experience managing operations.
• Proficiency in SQL or data visualization tools to interpret metrics and manage dashboards, with the ability to troubleshoot data discrepancies independently.
• Demonstrated ability to manage complex relationships with diverse stakeholders.
• Strong organizational skills with a focus on managing bug backlogs, process documentation, and project timelines.
• Ability to navigate fast-paced, high-risk environments, successfully pivoting between business-as-usual operations and emergency response modes.

Aufgaben

• Monitor and report on core quality KPIs, lead regular quality syncs, and perform root‑cause analyses on performance escalations to identify operational bottlenecks.
• Collaborate with Business Analysts and Engineering to triage and resolve data pipeline issues, queue configuration errors, and technical bugs within workflow systems.
• Serve as the primary quality point of contact for vendor partners, lead calibration sessions to ensure policy‑to‑process alignment, and manage escalations across assigned verticals.
• Support ongoing infrastructure initiatives, including the transition of sampling methodologies and the execution of early‑stage quality launch protocols.
• Maintain standard operating procedures (SOPs), contribute to team roadmaps, and manage operational tools and processes to support team efficiency and workflow standards.

Kenntnisse

SQL

Data visualization

Stakeholder management

Root cause analysis

Quality assurance

Operations management

Policy/process alignment

Tools

Tableau

Power BI

Jobbeschreibung

Aquent is partnering with a global leader to recruit an Operations Manager (III) who will anchor reliability and quality across global operations. In this pivotal role, you will drive seamless workflows, policy implementations, and robust measurement of KPIs to support millions of users and critical online services.

You will collaborate with partners across analytics, engineering, and operations to triage issues, optimize data pipelines, and manage escalations while maintaining SOPs and