Content Manager Job in Newton 02464, Massachusetts Us
Req ID: 17806
Required Education: Not Indicated
Required Experience: 3-5 Years
Description:
Why this role is Awesome! You will combine your love of user generated content and policies to help shape our procedures.
TripAdvisor is hiring a Content Manager to work in our Newton, MA office. The Content Moderation Manager leads the team that screens English language user generated content, including Traveler Reviews, Traveler Photos, Management Responses, Videos, etc. The manager is responsible for ensuring all posted content meets quality requirements, ensuring site policies are consistently applied to high volumes of user generated submissions. The manager will be responsible for forecasting and fulfilling staffing needs to ensure service level targets are met. This role requires both team leadership and strong analytical skills - the manager will be required to frequently reassess and improve processes and procedures while coordinating with the technical team on software and tool improvements.
To apply for this role send resumes to Jennifer Ramcharan at jramcharan@tripadvisor.com
What You'll Do:
• Oversight of user generated content quality.
• Independent data analysis to inform decisions and improve operational processes.
• Coordinating with product manager and technical team to develop and improve internal toolset.
• Ensuring optimal staffing/assignments to consistently reach service level targets.
• Hiring, training, mentoring, and coaching both in-house and remote staff on an ongoing basis.
• Tracking and reporting on appropriate productivity metrics.
• Working with multiple teams (Customer Support, Engineering, Product, etc) to increase efficiency and ensure collaboration.
• Bringing the perspective of the Moderation Team to interdepartmental discussions.
• Update and create documentation of team processes as needed.
• Troubleshooting technical issues and interfacing with engineers to ensure resolution.
• Assisting with customer support email as necessary.
What We Seek:
• 3-5 years of experience in an online environment.
• Experience managing a team.
• Ability to think analytically, work independently, anticipate problems and devise creative solutions.
• Proven ability to identify and implement process improvements in a Web or software-oriented environment.
• Excellent people skills and the ability to resolve issues diplomatically.
• Ability to approach problematic situations with both common sense and a thick skin.
• Affinity for learning new software applications quickly and ability to communicate needs effectively and work collaboratively with engineering team.
• Skills in pulling SQL queries helpful
• Writing skills and ability to exercise editorial judgment helpful
Physical Demands:
Must be able to perform customary physical duties and meet appropriate social expectations of a professional office environment.
In addition, the ideal candidate will demonstrate the following competencies:
• Flexible and open to change and new information; adapts behavior and work methods accordingly
• Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.
• Exhibits integrity though fair and ethical behavior toward others and a demonstrated sense of corporate responsibility and commitment.
• Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people
• Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events and is able to move forward productively
• Identifies and analyzes problems; distinguishes between relevant and irrelevant information.
• Ability to balance time to market with a solution and make the right trade-offs along the way
• Strong analytical skills: understands and utilizes metrics relevant to role
• Clear communication through expression of facts and ideas in a clear, convincing and organized manner
• Good business judgment when making decisions and always considers the relevance/impact of each decision on the business
TripAdvisor is an Equal Opportunity Employer
***This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. ***
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