The Mixer Trust and Safety team is looking for an operations manager who can help define and implement policies at scale, lead a diverse 24/7 staffed team that upholds policies within the mixer community and investigate abstract situations in a dynamic environment. The Operations Manager should be able to motivate, train, and lead, a team of agents while also performing the data analysis work needed to assist agents in their day-to-day work. A successful Operations Manager will not only drive daily operations but also build and improve operational process and efficiency. Good judgement and the ability to quickly make decisions in highly ambiguous situations are critical to success. We need an Operations Manager with a flexible approach to problem solving and who strives to adapt business and operational processes to best serve our customers in a rapidly evolving Live Streaming service.
Provide management, oversight, and direction to multiple tiers of agents on a 24/7 staffed team Stay up-to-date on and work within established business guidelines with vendor Managed Services provider Work with key stakeholders to craft policies that respect core community concepts while ensuring customer safety and encouraging service growth Prepare and present data demonstrating operational trends and effectiveness on a Monthly and Quarterly cadence Create and present training documentation in support of continuous team training Manage a notification and change process as new policies and processes
Qualified Candidates should have strong written and verbal skills, ideally being able to communicate complex concepts to varied audiences, including implementation details to agents and impact assessments to leadership, PR and Legal teams. Be able to adapt quickly to rapidly evolving and highly ambiguous situations, while maintaining good judgement, professional composure, and the ability to triage or prioritize operational decisions for highest impact with limited information. Qualified candidates will be comfortable with Microsoft Office and have experience in data analysis, business analysis,