Ref#: R0016267

Our mission.

As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.

The team.

We are the people behind the scenes of Indeed's search results. We ensure that our results are ranked as best as they can be for our job seekers and that they're not being duped by scams or fraud. Beyond search, we invest heavily in ensuring that Indeed has the best data analysis tools available to optimize our recruiting products and run accurate A/B tests. Simply put, we help people get the right jobs.

Your job.

As a Search Quality Team Lead focused on quality and workflow strategy, you will be expected to manage the day to day operations of a team of analysts. One key aspect of your team will be overseeing quality moderation workflows and client appeals. Your team will own and work these workflows and appeals in-house until they are ready to be outsourced, and will continue to provide ongoing support and quality checks. Additionally, there will be a component of navigating and establishing workflows and appeals for new products. Your overall goal will be to ensure Indeed’s quality standards are embedded within our workflows, and that these standards are being clearly communicated to clients through our appeals process. Our Search Quality Operations team is focused on improving the quality of Indeed search results and being an advocate for the job seeker. Mentorship and thought leadership are two critical success factors in the role of a Team Lead within Search Quality Operations.



Responsibilities:

  • Manage a team of direct reports ensuring that their performance is continually improving based upon operational metrics goals.

  • Oversee Quality for Moderation and Appeals workflows (perform quality checks to ensure workflow accuracy, assist with training and workflow documentation, provide feedback on trends and inconsistencies)

  • Build out a team of workflow SMEs and act as liaisons with internal Quality Operations teams as well as Partner/Vendor Operations as needed

  • Develop workflow strategy for existing and new workflows

  • Help define and set performance metrics, and iterate on these metrics as needed to continue moving the group forward

  • Review existing operational processes and identify opportunities for efficiency improvements.

  • Use data analysis to inform your decisions and the direction of your team.

  • Establish goals to drive team-wide results, determine what is important, clarify next steps and delegate effectively to meet expectations.

About you.

Requirements:

  • College degree is preferred

  • Experience in direct people management and individual coaching is preferred.

  • Experience working with vendors and supporting scaled content moderation.

  • Experience working with Zendesk or a similar support ticketing system.

  • Self starter, intellectually curious and comfortable operating in a fast paced, ever changing environment.

  • Capability to validate and explain trends and results compared to outlined success metrics.

  • Must be organized, positive, proactive, results-oriented, with excellent communication skills.

  • Strategic thinker with strong analytical and creative problem-solving skills

  • Technical knowledge with proficiency in manipulating data sets in SQL or equivalent and drawing insights from data.


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