Senior Trust and Safety Team Manager

4 days ago


Dublin, Dublin City, Ireland Tbwa ChiatDay Inc Full time

Tbwa Chiat/Day Inc is looking for an experienced leader to manage the Trust & Safety team. The team is responsible for driving the best possible user experience through process improvement, order management, and problem-solving.

Key Responsibilities
  • Lead team performance and drive results in team productivity, quality, and customer experience.
  • Manage, coach, encourage, and be responsible for the performance and culture of a team of agents.
  • Maintain functional knowledge of processes, product, and projects related to day-to-day operations.
  • Drive accountability on policies and other guidelines.
  • Manage T&S incidents on the platform.
  • Create new and use existing reporting to identify areas to improve performance metrics and productivity.
Qualifications
  • 5+ years of trust, risk and safety support operations experience.
  • Xperienced leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
  • Operational excellence, quality improvements, and performance-managed multiple agents.
  • Data-driven with experience distilling large data sets to actionable insights.
  • Proven experience successfully coordinating business critical escalations to resolution.


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