Manager - Digital Transformation/Content Moderation/Trust & Safety - BPO

Now Hiring: Digital Transformation (#ContentModeration / Trust & Safety) | Global BPO

Role Overview:

- This role sits at the intersection of operations, technology, and customer experience within a Global BPO environment. The Manager - Digital Transformation is responsible for modernizing Content Moderation / Trust & Safety operations by improving efficiency, quality, compliance, and CX through process redesign, automation, and AI-led solutions.

- This is not a strategy-only role. It requires hands-on execution, strong operational understanding of contact centers, and the ability to translate business problems into scalable transformation programs.

Core Purpose of the Role

- Drive end-to-end digital and process transformation across Trust & Safety / Content Moderation programs

- Improve CX, agent productivity, quality, compliance, and cost efficiency

- Reduce manual effort and operational risk using automation, RPA, bots, and AI

- Act as a bridge between operations, technology teams, and leadership

What You'll Bring

- 6+ years in Digital Transformation / Operational Excellence

- Deep domain expertise in Content Moderation / Trust & Safety

- Experience improving voice-based contact center CX

- Hands-on delivery with Process Re-engineering, RPA, IVR, Cognitive, Conversational & Agentic AI

- Six Sigma certification (mandatory)

What Success Looks Like

- Measurable CX improvement (CSAT, FCR, AHT)

- Significant manual effort reduction through automation

- Improved accuracy and compliance in Trust & Safety operations

- Scalable digital frameworks rolled out across multiple programs

- Strong leadership confidence in transformation outcomes

Ideal Background for This Role

- Global BPOs handling large-scale contact center operations

- Experience in Trust & Safety, Content Moderation, Risk Ops, or Policy Ops

- Hands-on exposure to digital ops transformation, not just PMO work

- Comfort working with operations, tech teams, and senior leadership