Job Title: Critical Response Lead
Join our team as a Critical Response Lead, where you will play a critical role in supporting moderation operations globally. This is an exciting opportunity to be part of a wider Trust organization that includes centralized and dedicated teams focused on creating products and systems that proactively detect and prevent harm and promote healthy, kind relationships.
The role will be based in Sydney, AU, reporting to the Global Critical Response Lead. As a Critical Response Lead, you will have exposure to sensitive and graphic content, including but not limited to vulgar, violent, and sexual content.
Key Responsibilities:
- Design and implement comprehensive process improvement initiatives to enable operations teams to deliver quality moderation at scale
- Collaborate with cross-functional stakeholders to deploy initiatives and programs aimed at enhancing operational efficiency and improving moderation tooling
- Manage and provide hands-on coaching to a team of specialists who review reported content and actors and enforce community guidelines
- Analyze data to identify trends in policy violations and operational workflows, conduct root cause analyses, and make recommendations for improvements to enforcement processes and policies
- Track and report on performance metrics, conduct quality assurance checks, analyze and develop productivity reports for operations teams
- Execute a qualitative and quantitative strategy for improving overall quality performance, mitigating operational risk, and proactively identifying trends and operational improvements in collaboration with Learning & Development and Quality Assurance teams
- Provide strategic input on the development and optimization of Trust & Safety systems and tooling, ensuring they effectively support enforcement and operational efficiency
- Develop broad, team-wide expertise across a wide range of critical harms including child sexual abuse and exploitation, physical and sexual violence, trafficking, terrorism, and others
- Respond to urgent escalations related to government, law enforcement, and NGO takedown and legal requests
- Attend speaking engagements and represent the company in a professional capacity while upholding core values
- Partner with stakeholders to optimize detection and review systems, ensuring moderation tooling is effective, scalable, and continuously improving to meet evolving safety challenges
- Lead projects and drive the success of Trust Operations objectives by achieving assigned key results
- Participate in on-call rotations for nights, weekends, holidays, and as needed
Required Skills and Qualifications:
- 4-6 years of demonstrated experience in content moderation operations for a consumer-facing online service
- 3+ years of people management experience is preferredExperience working with quantitative and qualitative data, including research findings, to support recommendations and inform decision making
- Demonstrated ability to lead and implement projects at scale; project management experience with a focus on operations is preferred
- Experience collaborating with cross-functional teams, including policy, product, engineering, and vendors
- Strong oral and written communication and stakeholder management skills
- Proficient in Portuguese, French, German, Spanish or second language is preferred
Benefits:
This role offers a unique opportunity to work with a dynamic team and contribute to the development of Trust & Safety systems and tooling. The successful candidate will have a strong passion for Bumble's mission and values and be an engaging and clear communicator who knows how to leverage data to drive operational changes.
Others:
The ideal candidate will have a high tolerance for ambiguity and be able to drive team alignment on operations strategy. They will also be able to view and moderate potentially problematic or sexual content and enforce rules without personal biases.
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