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Reddit // online content platform
 
New York City,    Posted: Friday, September 17, 2021
 
   
 
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JOB DETAILS
 

Training & Quality Manager, Safety Enforcement

About the Role:

The front page of the internet," Reddit brings over 430 million people together each month through their common interests, inviting them to share, vote, comment, & create across thousands of communities. Come for the cats, stay for the empathy.

Reddit is rapidly growing & we are looking for an enthusiastic Training & Quality Manager to join our Global Safety Enforcement team. We are focused on building an engaging & impactful learning program to help our safety enforcement team fight abuse on our platform & improve our user experience. The Training & Quality Manager will work closely with internal Policy Enforcement Managers, external Vendor Partners, & additional stakeholders to identify agent development needs & implement effective learning solutions. 

The ideal candidate will be passionate about and/or have experience in training program design, learning content creation, delivering group or 1:1 training, research, data analysis, & vendor partner management. 

What Youll Do

  • Develop, manage & incentivize the team responsible for reviewing escalated content & conducting deep dive investigations
  • Plan, prioritize, & coordinate the daily responsibilities of the Training & Quality team including defining priorities & goals
  • Help shape team strategy & vision, establish team goals & work with direct reports & leaders across the organization on strategies for executing, measuring progress & sharing results
  • Partner with various Product & Data teams to to deliver insights & drive continuous improvement in the tooling & scalability of our enforcement teams
  • Collaborate with the Advanced Operations Manager & Policy Enforcement team on learning & development initiatives & process improvement opportunities
  • Exude patience & positivity in the Community & contribute to a growing safety-first organisation
  • Leverage data insights & perform analysis to identify training areas needing improvement.
  • Create training plans & strategies utilizing various learning methodologies & technology (e.g., online live training sessions, eLearning courses, wikis, & blended group learning solutions.)
  • Conduct regular internal process evaluations to identify opportunities to improve the quality review process, eliminate manual processes, & boost quality reviewer productivity.
  • Partner with Training, Quality, & Data Leads to perform an ongoing analysis of quality metrics to evaluate agent performance, identify critical training needs, gaps/grey areas in our policy, & overall effectiveness of the training program.
  • Demonstrate a fundamental understanding of a quality organization, team dynamics, & conflict management

What We Can Expect From You:

  • 2-3 years management experience; 5+ years of operations experience
  • Clear passion for team growth, one-to-one coaching & developing teams as well as the individual contributor 
  • Familiarity with content moderation concepts & workflow management softwares (ticketing)
  • Strong written & verbal communication skills, attention to detail & ability to manage & delegate multiple projects & tasks
  • Ability to excel in a dynamic & fast-paced operational environment & drive change, & collaborate cross-functionally
  • Ability to function well in high-pressure situations & smoothly take the lead if necessary
  • Proficiency in simplifying & presenting complex concepts to senior stakeholders
  • Analytical & problem-solving experience
  • Experience with Learning Management Systems (LMS) platforms is a plus
  • Experience working with international partners across different time zones & cultures is a plus

Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities & disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at ApplicationAssistance@Reddit.com.

 
 
 
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