Trust & Safety Associate Manager

October 18, 2024

Accenture

Heredia

OTHER

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses.

You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.
Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

Key Responsibilities / Activities

Manage overall delivery of service: planning, execution and reporting
Develop Operating model to deliver effectively and generate efficiencies across all supported functions.
Proactively eliminate critical path road blocks to help ensure successful delivery. Take steps to proactively mitigate project risk.
Prioritize & set expectations on key deliverables
Manage relationships and coordinate work between different teams at various locations
Mentor and provide guidance to project resources
Track and report SLA/KPI’s of Shared Services team performance and lead process improvements
Understand and meet customer expectations to ensure SLAs are green, manage day-to-day relationships with internal customers, resolution of escalations and take applicable and relevant actions on customer feedback.
Demonstrates confidence and ease when presenting to mid-level client groups
Responds effectively to client questions and consistently sets clear expectations for timing to complete requests.
Establish rapport and maintain long-term relationships with client champion and executives
Ensure tactical alignment with stated goals, objectives and strategy
Strong independent decision-making, organizational, planning and problem-solving skills
May take accountability for effectively handling senior-level escalations or customer complaints received via various sources
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
Share information required for the team to be successful

SKILLS REQUIRED:

Bachelor degree or 3 years diploma with preferable experience on Service Now/ticketing systems
Excellent communication and written skills in English, with strong empathy
Client/Customer handling experience
Excellent customer service skills
Acts confidently in uncertain circumstances; works effectively in ambiguous situations
Takes well thought-out action to achieve a specific impact
Positive, energetic, enthusiastic attitude
Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided
+5 years experience in Customer Service
Trust & Safety experience required
Management Experience
Client Facing Experience
Advanced English communication skills (Written and Oral)