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Chief Operations Officer for Trust

3 months ago

Old Toronto, Ontario, Canada Majorel Corporate Full time

Director of Global Operations for Trust & Safety at Majorel Corporate

Full Time Remote Position

About Majorel

Majorel is a leading provider of digital business services, dedicated to delivering innovative solutions that empower the world's top brands. With a diverse workforce of nearly 500,000 professionals fluent in over 300 languages, we leverage our global reach and local expertise to create positive impacts in our communities, for our clients, and for the environment.

Key Responsibilities:
  1. Oversee the formulation and implementation of global operational strategies across various Trust & Safety business lines, ranging from basic content moderation to complex category 1 oversight.
  2. Ensure the achievement and alignment of essential operational KPIs across multiple projects and cultural contexts.
  3. Align diverse operational teams at the site level with established global operational frameworks, standards, and processes.
  4. Manage both internal and external governance, including comprehensive business reviews with senior client partners.
  5. Coordinate local operations with other global functions (Workforce Management, wellbeing, Quality, Training, and Compliance) to ensure a unified approach that meets client expectations.
  6. Identify and promote continuous improvement and innovation initiatives to enhance service delivery, reduce costs, and improve stakeholder perception.
  7. Accountable for operational budget management, optimizing margins and revenue while ensuring compliance with contractual obligations.
  8. Support business development initiatives (Requests for Proposals) and the launch of new programs and sites in accordance with global standards.
  9. Conduct regular visits to operational sites to collaborate with local leadership teams, facilitate client meetings, and assist in audit processes.
Qualifications & Experience:
  1. Educational Qualifications: A degree or higher.
  2. Operational Expertise: Minimum of 5 years of operational experience in a complex, multi-site global client environment.
  3. Trust & Safety Experience: At least 2 years of experience in Trust & Safety, including familiarity with Category 1 content.
  4. Financial Acumen: Proficient in financial management and operational budgeting (revenue and margin analysis).
  5. Data Proficiency: Skilled in analyzing and deriving insights from complex and varied data sets.
  6. Language Proficiency: C1 or native-level proficiency in English.
  7. Presentation Skills: Capable of simplifying and conveying complex operational insights to engage diverse audiences.
  8. Communication Skills: Exceptional communicator with experience in multicultural environments.
  9. Negotiation Skills: Proficient in empathizing with various stakeholders to create mutually beneficial outcomes.
  10. Stakeholder Engagement: Ability to influence internal and external stakeholders to garner support for new initiatives.
  11. Adaptability and Growth Mindset: Continuously seeking opportunities for business improvement and enhanced outcomes.
  12. Mentorship Experience: Proven experience in mentoring junior operational leaders to cultivate future talent.
Travel Expectations:

Willingness to travel frequently to various operational sites.