About the team Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators.
The Service and Moderation Team (SMT) is part of the GNE organization.
Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
SMT is looking for a Moderation Model Labelling Program Manager role to manage BPO partners, and conduct RCA analysis to make high quality delivery for model Training projects to enhance auto moderation capabilities.
Responsibilities- Manage model labelling requests from Algorithms, and Policy teams to ensure high quality and efficient delivery.
- Draft and polish SOP for each data labeling request.- Conduct regular or adhoc training and calibration to BPO partners on the data labelling SOP to assure BPO fully understands the SOP, and deliver high quality model labeling data to prepare for the successful development of model capability and implementation of model strategy.
- Monitor BPO agent and QA's accuracy and utilization rate to keep achieving the target to assure high level accuracy and efficiency.
- Identify and address the risk via data analysis, and present findings to stakeholders with recommendations for process/product tools, and drive solutions implemented to enhance auto moderation capability.
- Output data report for specific markets to assure transparency among internal and external teams.
- Responsible for guiding new joiners in order to achieve ramp-up targets.- Collaborate closely with the global resource management team to manage specific markets' BPO's performance by complying with compliance protocols, and company policies.
Minimum Qualifications- Bachelor's Degree or equivalent education/experience, an advanced degree is preferred.- Minimum 2 years working experience as Quality Assurance Program Manager or Subject Matter Expert for Trust & Safety operation.- Strong time and project management experience.- Analytical mindset with the ability to drive process improvements.
Preferred Qualifications- Strong ability to work collaboratively with cross-functional teams.- Adaptable, fast learner and highly motivated with experience in operations and project management.- Highly organized and detail-oriented with a proactive work-style.