Content Machine Operator
Cloud9
Job Level
Mid-LevelSenior
About the role
- Lead and run day-to-day operations of a global 24/7 content moderation team
- Oversee enforcement of platform policies across text, images, video, and audio content
- Monitor and report on team performance against SLAs, accuracy, and quality metrics
- Conduct regular audits to ensure consistency, accuracy, and policy alignment
- Track and analyze moderation trends to inform staffing models, workflows, and escalation pathways
- Manage the end-to-end process for handling content complaints and violations, including removals and appeals
- Set performance goals, conduct evaluations, and provide coaching to support career development
- Monitor moderator well-being by managing resilience programs, wellness check-ins, and access to support resources
- Report weekly on department status, including quality metrics, flagged content, and escalations
- Partner with Trust & Safety leadership to provide operational insights for policy and product improvements
- Collaborate with Legal, Product, and Customer Support teams to ensure compliance with content standards and safety requirements
- Handle escalations and maintain mental well-being and performance of moderation team
Requirements
- 3–5 years of experience in content moderation, online safety, or related operational management
- Proven leadership experience with team management responsibilities
- Strong knowledge of online content risks, harmful behaviors, and platform safety practices
- Ability to make quick, fair, and balanced decisions under pressure
- Excellent communication and coaching skills
- Emotional resilience and demonstrated ability to support teams handling sensitive content
- Familiarity with moderation tooling, workflows, and escalation frameworks