Director of Content Trust & Safety Operations at Bazaarvoice – Bengaluru, Karnātaka

About Bazaarvoice

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.

Its official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!

As the Director of Trust and Safety Content Operations for India, You will spearhead the evolution of our India-based Trust & Safety operations. You will be responsible for scaling our presence from a small pilot team to a robust organization of Moderation and Fraud specialists. You aren't just managing a team; you are building the infrastructure, culture, and performance models that ensure the User Generated Content displayed on the sites of the biggest brands and retailers in the world is safe and useful.

What You’ll be doing:

• Lead the recruitment, onboarding, and training of new hires. Growing the team substantially over 18 months.

• Design and implement Pay-for-Performance compensation models that align individual incentives with global quality, throughput standards and Bazaarvoice employee values.

• Own the end-to-end scheduling and capacity execution for a 24/7 operation, ensuring zero coverage gaps during peak retail seasons based on provided demand forecast.

• Manage a team of agents and managers against performance KPIs based on quality and throughput.

• Collaborate with other Leaders in the Content Trust and Safety Team to ensure alignment that delights clients.

• Manage monthly & quarterly operational reports (capacity management, utilization, ) to determine if team OKRs and associated KPIs are being met to achieve quarterly goals set by senior leadership

• Coach and mentor managers and individual contributors; providing honest, constructive professional, development feedback

• Create and communicate annual performance management and merit reviews

Desired Criteria:

• 10+ years in Operations, with at least 5 years specifically in Content Moderation, Fraud, or Trust & Safety.

• Proven track record of scaling a team in a Global Capability Center or high-growth tech environment.

• Superior communicator and strong relationship builder

• Deep expertise in Workforce Management tools(Workday is a plus) and the mathematical design of incentive-based compensation.

• Experience collaborating with international teams and remote team members

• Experience in Fraud Detection Systems like Accertify are a plus.

Why join Bazaarvoice?

Customer is key

We see our own success through our customers outcomes.

We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust

We believe in the power of authentic feedback because its in our DNA.

We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance

Our energy is contagious, because we hire for passion, drive & curiosity.

We love what we do, and because were laser focused on our mission.

Innovation over Imitation

We seek to innovate as we are not content with the status quo.

We embrace agility and experimentation as an advantage.

Stronger Together

We bring our whole selves to the mission and find value in diverse perspectives.

We champion whats best for Bazaarvoice before individuals or teams.

As a stronger company we build a stronger community.

Commitment to diversity and inclusion

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the worlds smartest network of consumers, brands, and retailers.