Trust & Safety Product Operations Lead

2 weeks ago


Thành phố Hồ Chí Minh, Vietnam Zalo Full time

Hồ Chí Minh

Full-time

You will be responsible for designing, overseeing, and optimizing the entire content moderation system (both automated and manual) to ensure a safe, healthy, and policy-compliant environment for users on the video platform.

** What you will do**:

- 1. System Build & Operation:

- Design the specs, operational workflows, and operational metrics (KPIs) for the content moderation system.
- Collaborate with the Engineering and Policy Team to build and enhance the automated and manual review systems.
- Oversee Manual Moderation activities, coordinating with human review teams to optimize productivity, quality (accuracy), and consistency.
- 2. Risk & Fraud Analysis:

- Monitor and analyze data to detect policy violations, fraud, system manipulation, or the spread of malicious content (anomaly detection).
- Propose and implement appropriate risk mitigation policies and user evaluation models (Trust Scoring).
- 3. Performance Management & Improvement:

- Monitor and ensure both automated and manual moderation systems meet targets for Accuracy, Efficiency, and Latency.
- Lead cross-functional initiatives to improve the content review process, reduce errors, and optimize resource allocation.

**What you will need**:

- 5+ years of experience in Product Operations. Deep understanding of AI Moderation, Human Review, Policy Mapping, and the interplay between Algorithm - Process - People in a moderation system.
- Proficient in Operational Data Analysis (SQL, Power BI, or equivalent) for KPI tracking, Root Cause Analysis, and Anomaly Detection.
- Possesses Systems Thinking, acute sensitivity to risk/abnormal user behavior, and strong Cross-Functional Leadership skills (with Product, Data, Policy, Engineering). Able to balance risk, user experience, and system capacity.
- Nice-to-Have
- Experience in major content platforms (video, social media, livestreaming, etc.).
- Knowledge of Content Policy / Community Guidelines / Trust Scoring Systems.
- Experience building workflow automation or tooling for moderation teams.
- Ability to lead a small team (3-5 people) and mentor sub-functions like QA, Risk Analysts, or Policy Reviewers.


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