Scaled Moderation Manager

The Role

The Scaled Moderation Manager is responsible for bringing about improvements in moderation via a test, learn, adapt approach to improve the user experience. This includes bringing about improvements in user sentiment, including improving user sentiment around “As a user, I feel fairly treated by Depop”.

You will work closely in collaborating with the other content moderation stakeholders within T&S and other T&S team members, as well as stakeholders within Policy, Engineering, Product, PR, Comms, Legal, HR, Finance, PALS, Real-time team, CX and external stakeholders such as Depop’s BPO, and third party content moderation provider.  You'll analyse data, to identify trends, decide what the biggest pain points are, and then design tests to solve those problems. The Scaled Moderation Manager will run those tests in a product led way, e.g. via experimentation, with set hypotheses, metrics to test to validate or invalidate the hypotheses, a set duration of testing, dashboards to monitor metrics and clear success measures. The role will test, learn and adapt scaled moderation as much as possible to ensure the user experience is continually improved.

The ways of working to achieve this includes;

• Customer centricity

• Learning and iterating

• Focus and prioritisation

• Collaboration is key

• Team empowerment 

• Challenge what eats your time

Responsibilities

• Lead a small team currently of one content moderation specialist and one senior specialist, to contribute to the transformation of the way in which Depop moderates content at scale, enabling improvements in proportionate and fair moderation

• Run experimentation to bring about user experience improvements in relation to moderation

• Ensure relevant stakeholders are kept updated on 1) tests being run, 2) results and 3) learnings

• Bring about, as fast as possible, turn around of tests, whilst ensuring tests are run responsibly, to enable a fast pace of learning and improvements to be made to the user experience in relation to moderation

• Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders

• Lead, manage and coach team members to develop them in their roles and to foster a culture of excellence, reliability, respect and humility

• Oversee the relationship with the third party content moderation provider and ensure 1) service requirements are met and strong relationship nurtured via providing feedback on strengths and areas for improvement and 2) Depop leverages their new features to enhance scaled moderation

• Ensure the right balance between the team spending the majority of their time on experimentation, rather than managing bugs or conducting administrative work relating to the content moderation provider.  Where there is administrative work to be done, the Scaled Moderation Manager can support the more junior content moderation specialist to undertake most of that administrative work, but also encourage them to push back on the content moderation provider where necessary

• Keep up-to-date on industry trends and emerging issues in the Trust & Safety space, particularly in relation to moderation

• Ability to remain calm and effective under pressure and coach the team to effectively navigate and communicate in a fast paced and ambiguous environment

Requirements - Essential

• Experience leading teams, ideally in Trust & Safety Operations, or Risk operations in domains such as content moderation, compliance, risk or authentication

• Experience having led experiments / test, learn, adapt approach within a technology company

• Experience of owning and delivering solutions to ambiguous problems

• Sound experience in a fast paced, technology company, either in Trust and Safety, Product or other function aimed at managing risks and improving the user experience,  ideally using a product led approach to experimentation

• Critical thinker with the ability to identify root causes of issues, and propose solutions, and translate them into operational processes

• Knowledge and experience of creating and setting up rules and workflows in a rules engine/content moderation system

• Experience of liaising with Product, Engineering and Data Science stakeholders to ensure an objective and empirical approach is used to enable platform safety

• Sound understanding of the Trust and Safety landscape, challenges, risks, and good practice

• Excellent relationship management skills - able to work with cross-functional stakeholders from a variety of different backgrounds, culture and walks of life, who sit within different functions across the business, including but not limited to; Product, Engineering, PR and Comms, Legal, CX, Fraud, and Marketing

• Excellent communication skills; able to tailor communication to a variety of audiences - able to step back and provide high level overviews for senior leadership and zoom into the detail to ensure adequate insights into operational matters when needed

• Drive to proactively lead experimentation without the need for close supervision to ensure progress

• Proactive, can do attitude, able to work on own initiative and drive impact without the need for tasks to be delegated to them