Critical Response Manager

This role will support moderation operations globally. Trust and safety are embedded in Bumble Inc.'s mission of creating a world where all relationships are healthy and equitable. Our wider Trust organization includes the centralized and dedicated teams focused on:

- Creating products and systems that proactively detect and prevent harm and promote healthy, kind relationships
- Developing policies that govern and adjudicate responsible, safe, inclusive, and respectful behaviour and content across all Bumble Inc. platforms
- Supporting members who experience safety incidents in a trauma-informed, empathetic manner

This role will be based in Sydney, AU, reporting to the Global Critical Response Lead.

**Please note that this position involves exposure to sensitive and graphic content, including but not limited to vulgar, violent, and sexual content.**

**What You'll Do**:

- Deliver comprehensive process design and continuous improvement initiatives to enable operations teams to deliver quality moderation at scale
- Collaborate with cross-functional stakeholders to deploy initiatives and programs aimed at enhancing operational efficiency and improving moderation tooling
- Manage and provide hands-on coaching to a team of specialists who review reported content and actors and enforce Bumble Inc's Community Guidelines
- Analyze data to identify trends in policy violations and operational workflows, conduct root cause analyses, and make recommendations for improvements to enforcement processes and policies
- Track and report on performance metrics, conduct quality assurance checks, analyze and develop productivity reports for operations teams
- Execute a qualitative and quantitative strategy for improving overall quality performance, mitigating operational risk, and proactively identifying trends and operational improvements in collaboration with Learning & Development and Quality Assurance teams
- Provide strategic input on the development and optimization of Trust & Safety systems and tooling, ensuring they effectively support enforcement and operational efficiency
- Develop broad, team-wide expertise across a wide range of critical harms including child sexual abuse and exploitation, physical and sexual violence, trafficking, terrorism, and others
- Respond to urgent escalations related to government, law enforcement, and NGO takedown and legal requests
- Attend speaking engagements and represent Bumble in a professional capacity while upholding our core values
- Partner with stakeholders to optimize detection and review systems, ensuring moderation tooling is effective, scalable, and continuously improving to meet evolving safety challenges
- Lead projects and drive the success of Trust Operations objectives by achieving assigned key results
- Participate in on-call rotations for nights, weekends, holidays, and as needed

**Required Experience & Skills**:

- 4-6 years of demonstrated experience in content moderation operations for a consumer-facing online service
- 3+ years of people management experience is preferredExperience working with quantitative and qualitative data, including research findings, to support recommendations and inform decision making
- Demonstrated ability to lead and implement projects at scale; project management experience with a focus on operations is preferred
- Experience collaborating with cross-functional teams, including policy, product, engineering, and vendors
- Strong oral and written communication and stakeholder management skills
- Proficient in Portuguese, French, German, Spanish or second language is preferred

**Who You Are**:

- Are passionate about Bumble's mission and valuesAre an engaging and clear communicator that knows how to leverage data to drive operational changes
- Have strong collaboration skills and are able to work closely on process and policy with stakeholders across large, cross-functional teams, including Trust & Safety and Customer Support
- Have a high tolerance for ambiguity and are able to drive team alignment on operations strategy
- Able to view and moderate potentially problematic or sexual content and enforce rules without personal biases
- Able to understand, evaluate, and differentiate a range of technical solutions to content moderation challenges
- Are a hands-on manager who sets a high bar for performance, providing clear expectations, direct feedback, and proactive coaching to drive accountability and excellence
- Have fluency in product development and can effectively communicate Safety needs into tooling and system design
- Have a strong grasp of policy development and experience effectively operationalizing policy changes