Delivery Lead Manager - Trust & Safety Content Operations

Delivery Lead Manager

Skill required: Trust & Safety - Content management
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? 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.
What are we looking for? "15+ years of experience in delivery management, operations, or large-scale content execution, preferably in technology, trust & safety, or regulated content domains. 7+ years in people leadership roles, with a proven record of managing cross-functional, high-performance teams in dynamic, deadline-driven environments. Demonstrated experience managing client relationships, stakeholder communication, and meeting strict SLAs in fast-paced program settings. Strong analytical and decision-making skills with the ability to balance strategic thinking and hands-on delivery. Excellent written and verbal communication, stakeholder engagement, and cross-cultural collaboration. " •Your role requires the following responsibilities – ·       Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives. ·       Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks. ·       SLA and KPI Achievement: Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client. ·       Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed. ·       Training and Quality Coordination: Collaborate with the training team to identify Training Needs (TNI) and Assessments (TNA) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken. ·       SOPs and Documentation: Create/ Manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables. Partake in the knowledge dissemination process.
Roles and Responsibilities: •"Program Ownership: Lead end-to-end delivery of trust & safety policy and prompt writing operations, including resource planning, execution tracking, and outcome measurement. Team Leadership: Manage and scale a multidisciplinary team of policy experts, prompt writers, and QA leads while fostering a culture of excellence, agility, and mission alignment. Operational Governance: Build and manage delivery frameworks, OKRs, reporting structures, and performance metrics to ensure consistent delivery quality and scalability. Client Management: Act as the primary delivery interface for internal and external clients, managing expectations, facilitating reviews, and ensuring alignment with program goals and values. SLA Management: Define, monitor, and ensure adherence to service-level agreements (SLAs), proactively addressing any risks to delivery commitments or quality benchmarks. Stakeholder Collaboration: Collaborate closely with legal, policy, product, and ML/AI engineering teams to align delivery execution with business and technical requirements. Risk & Escalation Management: Identify delivery bottlenecks, compliance risks, or content safety concerns and lead mitigation efforts with urgency and accountability. Continuous Improvement: Lead retrospectives and data-driven reviews to refine delivery methodologies, increase efficiency, and scale organizational capacity over time."