Operations Manager

Introduction

Gear Inc. is seeking an Operations Manager in Da Nang for our Moderation teams (Team size: 150 - 200 staff). Ideal candidates are able to adapt and are well known with fast moving and last moment change.

Responsibility

• Overall in charge to manage program operations and KPIs set by the client such as Quality, Efficiencies, Staffing and Service Level;
• Effective collaboration with team members, co-managers. immediate superior, other support groups/departments such as, GA, HR, Recruitment, IT, Training and Quality, Work Force Management to define action plans that resolve issues and drive continuous improvement;
• Daily communication with the client to align expectations;
• Host internal and external Business reviews on regular basis and present operational performance, clearly communicate insights, ensure all operational concerns are addressed;
• Manage program daily and monthly operating metrics within budgeted expense parameters;
• Develop, manage, and maintain employee productivity goals against departmental standards;
• Produce weekly, monthly & quarterly operating reports detailing center activity, trend analysis, goals/objective status and special projects;
• Coordinate with Site Senior Manager on Human Resource recruiting, training, development and retention.

Key skills and experience

• Managed at least 80-100 staff across multiple lines of business;
• Excellent English communication skills, both verbal and written;
• Thrive in a fast-paced content moderation environment;
• Proven track record of meeting and delivering targets and commitments;
• Content moderation environment work experience is a plus but not required;
• Proficient in Google Suite and online collaboration tool is a plus;
• Capable of building productive business relationships with clients;
• Strong organizational, managerial, critical thinking, creative thinking, problem-solving decision making and analytical skills;
• Willing to work on public holidays and shifting schedules including night shifts when needed.
• Personal traits and self-management skills are required to manage unique risks and a fast-paced work environment within the Content Moderation industry. Candidates may potentially be exposed to harmful content.

Benefits

1. Salary and Benefits

• Attractive compensation depending on experience and skills: Competitive Basic Salary, End-of-year bonus and annual performance reviews;
• Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
• Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
• Annual health check;
• Paid leave.

2. Working Environment

• From Monday to Friday, 40 hours per week;
• International, fun, and professional working environment: Working closely with both experienced Vietnamese, foreign experts and managers to promote services all over the world;
• An open and honest culture where people are valued, treated fairly and trusted and empowered;
• Modern hardware (Laptop and other equipment provided);
• Free drinks (coffee, tea, etc.);
• Nap room for a quick rest;
• Training and career development opportunities: Continuous and professional training to fully develop your potential.

Working Location: Thanh Khe, Da Nang.