Netflix

Investigations & Response Project Manager – Games Moderation

Netflix

full-time

Posted on:

Location Type: Hybrid

Location: Los Gatos • California • United States

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Salary

💰 $110,000 - $150,000 per year

About the role

  • Lead escalation management: Serve as the primary escalation manager for high-priority and legally sensitive cases (e.g., CSAM, threats of harm, terrorism) in Games Moderation, collaborating with internal partners in Legal, Trust & Safety, and Risk.
  • Drive operational excellence: Proactively monitor, assess, and optimize moderation tooling (e.g., Two Hat, CSMA), identifying gaps and partnering with vendors to ensure robust, scalable, and effective solutions.
  • Analyze data and trends to anticipate risks, measure program effectiveness, inform proactive improvements, and provide actionable insights to leadership and stakeholders.
  • Continuously monitor and refine moderation policies and enforcement standards by partnering with studios and internal stakeholders, ensuring policies remain effective, relevant, and aligned with evolving business and industry needs.
  • Implement and enhance global moderation standards: Collaborate with the Games Moderation Program Lead to implement and refine moderation policies, enforcement standards, and best practices.
  • Vendor enablement: Lead onboarding, training, and ongoing quality assurance for third-party moderation vendors, ensuring they consistently meet Netflix’s standards.
  • Collaborate with studios to identify emerging needs or adjustments in policies, and work with vendors to ensure changes are implemented effectively.
  • Operational readiness: Ensure the Customer Service and moderation teams are fully prepared for moderation implications of new game or feature launches, developing and delivering enablement resources as needed.
  • Serve as a key cross-functional collaborator and liaison: Work closely with Product, Engineering, Player Support, Legal, and other teams to drive operational initiatives, align on priorities, and ensure seamless execution across the global program.
  • Additive global perspective: Bring your regional and industry insights to the table, helping to inform and evolve the global moderation approach.

Requirements

  • 5+ years of experience in games or online moderation, trust & safety, or content integrity
  • Direct experience managing sensitive legal escalations within a gaming or online community context
  • Strong knowledge of moderation tooling (e.g., TwoHat), process optimization, and vendor oversight
  • Demonstrated ability to analyze KPIs and metrics to measure and improve operational performance along with driving impact to the broader business
  • Experience developing and delivering training or enablement resources
  • Proficiency with Customer Service and Moderation platforms (such as ZenDesk and HelpShift); experience in Customer Service operations is a plus
  • Fluency in English, both written and verbal; additional languages are a plus.
Benefits
  • Health Plans
  • Mental Health support
  • 401(k) Retirement Plan with employer match
  • Stock Option Program
  • Disability Programs
  • Health Savings and Flexible Spending Accounts
  • Family-forming benefits
  • Life and Serious Injury Benefits
  • Paid leave of absence programs
  • 35 days annually for paid time off for full-time hourly employees
  • Immediate entitlement to flexible time off for full-time salaried employees
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisprocess optimizationKPI measurementtraining developmentvendor oversightcontent integrityescalation managementmoderation policy implementationoperational performance improvementrisk assessment
Soft Skills
collaborationcommunicationleadershipproblem-solvingcross-functional teamworkadaptabilityproactive mindsetanalytical thinkingstakeholder engagementcustomer service orientation