Quality Program Manager Jobs in Georgetown, TX (NOW HIRING)

We serve our community of users and customers by working tirelessly to preserve free expression and choice, create limitless interactivity, and maintain a safe digital marketplace. The Content Moderation Quality Lead will oversee the end-to-end Quality Assurance program for content moderation workflows, ensuring policy compliance, user safety, and operational excellence across global footprint operations.

You are an experienced quality management professional with a deep understanding of Trust and Safety ecosystems. You are skilled at leading teams, defining sampling methodologies, and leveraging cutting-edge automation to improve accuracy. You thrive in fast-paced environments and excel at managing cross-functional relationships between internal stakeholders and external vendor partners.

• Develop and maintain a comprehensive Quality program to ensure a consistent, safe user experience.
• Leverage AI-driven tools for quality monitoring, content moderation performance analysis, and predictive error detection.
• Oversee the content moderation quality frameworks across both captive and third-party vendor operations.
• Manage a high-performing team of Quality Analysts, including full-time employees and contractors.
• Collaborate with Operations Managers, Site Leads, and Vendor Operations to drive continuous quality improvements.
• Define precise audit sampling methodologies and construct robust quality processes for policy workflows.
• Design and implement scalable, standardized quality assessment processes globally.
• Lead process excellence frameworks to maximize community safety and operational accuracy.
• Reduce workflow complexity through process automation, standard operating procedures, and strategic mapping.
• Review and minimize policy escalations resulting from moderation errors across delivery sites.
• Recommend continuous enhancements to internal moderation tools, safety policies, procedures, and training programs.
• Drive targeted operational improvements through thorough root cause analysis.
• Build and sustain a data-driven Quality Program enabled by AI analytics to enhance policy accuracy and operational efficiency.
• Design specific quality assessment and feedback mechanisms tailored to high-volume content moderation operations.
• Create and manage regular quality audits, checklists, and comprehensive summary reports detailing compliance and edge-case exceptions.
• Maintain rigorous QA documentation, including action item logs and policy calibration trackers.
• Drive individual moderator audits, monitor process compliance, and execute targeted performance tracking for bottom-quartile agents.
• Conduct specialized root cause analysis studies on performance trends, presenting courses of action to stakeholders for policy calibration.
• Report routinely on quality program activities and leverage analytics to improve overall operational effectiveness.

• Bachelor's degree in a relevant field or equivalent practical experience.
• 4–5 years of quality management experience specifically within captive and vendor content moderation or trust and safety operations.
• Proven experience managing and leading teams of Quality Analysts.
• Deep expertise in designing, scaling, and running global alignment and calibration processes.
• Strong data analytics capabilities, including sampling methodology, coaching frameworks, and performance insights.
• Excellent project and program management skills with a track record of cross-functional collaboration.
• Skilled in executive-level communication and influencing operational stakeholders across multiple sites.
• Experience leveraging AI tools and automated platforms to enhance quality management workflows.

• Demonstrated ability to collect, analyze, and visualize complex trend data to inform strategic policy decisions.
• Proficiency with business intelligence and dashboard tools such as SQL, Looker, Tableau, or equivalent data visualization platforms.
• Familiarity with AI-powered moderation analytics, automated scoring, and operational optimization platforms.

• To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.