Work with Gamechangers

Operations Analyst at SmartNews
San Francisco, CA, US

News can change the world, save lives, and bring us all closer together through empathy and understanding - but not if it isn’t read. Out of the hundreds of millions of articles and posts, how do we deliver the information that matters the most? How do we avoid the filter bubble of personalization and widen people’s interests and knowledge?

SmartNews is creating an entirely new model for the news industry. Our mission is to evaluate (in real-time) what makes a quality story and deliver the stories that matter to people who need it. Founded in Tokyo in 2012, SmartNews has become the go-to source of news for users around the world.

You will be responsible for building an excellent team and strong operations, focusing on scalability and integrity. In particular, create a new operation from scratch to launch a new product and service.

Responsibilities

  • Build operational processes from scratch based on product phase
  • Manage end-to-end processes and improve tools & process with the product team
  • Ensure operational resources and educate operators
  • Drive quality control and workforce management based on data analysis
  • Manage Customer Support and VoC program
  • Manage UGC moderation operations
  • Lead proactive collaboration with sales, product, and stakeholders

Requirements

  • Experience in Contents Moderation or Quality Assurance
  • Experience in Customer Support or Customer Success
  • Supervise for multiple operators
  • Experience in building new operations from scratch
  • Experience in leading and achieving KPI improvements throughout the year
  • Experience in collaborating with product/engineer team for tool & process development
  • Growth mindset and self-starter with strong operational and analytical skills

Nice to Haves

  • 2+ years in People Management
  • 2+ years in Vendor Management
  • Experience in designing operations at Trust & Safety
  • Experience in designing moderation policy and guideline
  • Multi-cultural background and intermediate Japanese language skills

Benefits

  • Equity included
  • 100% medical, dental and vision insurance coverage (for self and family)
  • 401(k) matching program
  • Benefit plan with monthly allowances
  • Free lunch, snacks, drinks at the office
  • Pet friendly office