Manager II, Quality
About Pinterest:
Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. In your role, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping Pinners make their lives better in the positive corner of the internet.
Creating a life you love also means finding a career that celebrates the unique perspectives and experiences that you bring. As you read through the expectations of the position, consider how your skills and experiences may complement the responsibilities of the role. We encourage you to think through your relevant and transferable skills from prior experiences.
Our new progressive work model is called PinFlex, a term that’s uniquely Pinterest to describe our flexible approach to living and working. Visit our PinFlex landing page to learn more.
As a Pinterest employee, you’ll be challenged to take on work that upholds this mission helping users make their lives better on the positive corner of the internet.
The Trust and Safety Quality team is fundamental to providing a safe and fair experience for Pinners, ensuring enforcement teams apply Pinterest’s Community Guidelines reasonably and accurately. The Manager of Trust and Safety Quality Assurance will lead a team of knowledgeable and experienced Quality Assurance (QA) professionals who play a crucial role ensuring the highest standards of quality content moderation on our platform. Your team will be responsible for evaluating and assessing Business Process Outsourcing (BPO) vendor performance, analyzing performance data and delivering the insights that improve overall performance. The role works cross-functionally with internal leadership teams within Trust and Safety to ensure that quality standards are being met in alignment with each leaders’ business objectives. The Trust and Safety Quality team’s work encompasses QA of QA for all BPO supported workflows and internal workflows.
What you’ll do:
- Design and develop a comprehensive moderation quality strategy that is scalable, efficient, and aligns with the company's values and policies.
- Build and lead a high performing team of QA professionals, managing their capacity and throughput to ensure quality commitments are met.
- Leverage best in class standards to devise KPIs to measure both BPO vendor performance and QA outcomes, advising Trust & Safety Operations on targets set and proactively reporting on metrics.
- Manage the BPO quality vendor relationship directly and in partnership with both Vendor Management and Training.
- Identify risks with quality measurement, determining thresholds for investigations.
- Collaborate and communicate effectively with internal stakeholders, including Policy, Training, and Enforcement Operations teams.
- Enhance existing Quality Assurance (QA) process and improve QA reporting to accelerate quality improvements.
- Conduct regular audits and evaluations of outsourced processes to address quality issues and drive continuous improvement.
- Assess, recommend, and partner with Trust and Safety product and engineering teams to identify technologies to be leveraged and secure tooling needs within the QA framework.
What we’re looking for:
- 3+ years of direct QA people management experience of remote/distributed global team.
- 7+ years experience in a quality control or quality assurance role.
- Experience working with Business Processing Outsourcing(BPO) to achieve performance goals.
- Experience in Content Moderation, Content Quality, Content Safety, and Labeling.
- Strong knowledge of QA principles, methodologies, tools/technologies, and best practices.
- Excellent analytical, problem-solving, and critical-thinking skills.
- Able to articulate complex systems and processes to senior leadership, cross-functional teams and stakeholders to build understanding, influence and gain alignment.
- Comfortable viewing and discussing controversial, graphic, or sensitive content.
Relocation Statement:
- This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.
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At Pinterest we believe the workplace should be equitable, inclusive, and inspiring for every employee. In an effort to provide greater transparency, we are sharing the base salary range for this position. The position is also eligible for equity. Final salary is based on a number of factors including location, travel, relevant prior experience, or particular skills and expertise.
Information regarding the culture at Pinterest and benefits available for this position can be found here.
US based applicants only
$116,450—$240,000 USD
Our Commitment to Diversity:
Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you require an accommodation during the job application process, please notify [email protected] for support.