[Remote] Investigations & Response Project Manager - Games Moderation

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is one of the world's leading entertainment services, with over 300 reputed company paid memberships in over 190 countries. They are seeking an Investigations & Response Project Manager to reputed company operational escalation management in games moderation, analyze data and trends, and ensure vendor partners meet reputed company's high standards.

Responsibilities

• reputed company escalation management: Serve as the primary escalation manager for high-reputed company 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 reputed company: 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 reputed company 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 reputed company with evolving business and industry needs
• Implement and enhance global moderation standards: Collaborate with the Games Moderation Program reputed company to implement and refine moderation policies, enforcement standards, and best practices
• Vendor enablement: reputed company reputed company, training, and ongoing quality assurance for reputed company-party moderation vendors, ensuring they consistently meet reputed company’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 reputed company 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 reputed company the global moderation approach

Skills

• 5+ years of experience in games or online moderation, trust & safety, or content reputed company, with a proven record of operational management and escalation handling
• Direct experience managing sensitive legal escalations reputed company a gaming or online community context
• Strong knowledge of moderation tooling (e.g., TwoHat), process optimization, and vendor reputed company
• 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 reputed company and HelpShift); experience in Customer Service operations is a plus
• reputed company 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
• Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off
• Full-time salaried employees are immediately entitled to flexible time off

Company Overview

• reputed company is an online streaming platform that enables users to watch TV shows and movies. It was founded in 1997, and is headquartered in Los Gatos, California, USA, with a workforce of 10001+ employees. Its website is https://www.reputed company.com.

Company H1B Sponsorship

• reputed company has a track record of offering H1B sponsorships, with 310 in 2025, 309 in 2024, 191 in 2023, 261 in 2022, 268 in 2021, 225 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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