Content Moderator Sub Lead

1 week ago

Kuala Lumpur, Malaysia Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationMalaysia - Kuala Lumpur

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Monitor the platform to ensure the quality and the legitimacy of the listings, particularly in tackling Prohibited Listings on the platform
- Be responsible for monitoring and reporting on agent performance in terms of accuracy and consistency
- Identify the parameters to track performance and create monitoring criteria as well as tracking dashboards & reports to present to the management
- Elevate and escalate red flags to management from a duty-of-care perspective
- Work with cross-functional teams to execute listing-related inquiries
- Respond to emergencies such as government escalation, social media breaches, etc. Identify issues and take preventive action
- Manages a team of in-house and vendor agents to operationalize listings-related tasks
- Oversee, mentor, and develop Listing QC team to enhance productivity and maintain high quality, promoting outstanding user experiences.
- Works closely with the quality assurance team. To conduct agent performance evaluations, and provide coaching and guidance for subordinates
- Identify operational gaps, express concerns, collaborate with the manager and relevant teams to actively improve processes, implement solutions, and contribute to performance improvement projects for an excellent user experience

**Requirements**:

- Minimum 3 years of working experience in leading a content moderation operations team, planning, or strategy role, experience in the e-commerce industry is advantageous
- Strong sense of ownership on given tasks
- Ability to develop and present project proposals to the management team
- Excellent English language verbal and written communication and interpersonal skills
- Strong leadership and stakeholder management skills
- Demonstrates complex problem-solving skills
- Strong organizational skills and attention to detail
- Able to deliver quality work under tight deadline
- Good communication skills, able to abstract problems and find solutions proactively

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