Job Title: Trust and Safety Manager

City: Austin

State/Province: Texas

Posting Start Date: 8/27/26

Job Description:

Job Description

We are seeking a seasoned Senior Manager (12+ years experience) to lead our Trust & Safety and Fraud Risk operations. This is a high-visibility, client-facing role where you will be the strategic partner for our customers. You will oversee the delivery of high-precision moderation outcomes, lead multi-site operations, and drive continuous performance improvement. You will bridge the gap between technical AI-driven moderation workflows and tangible business outcomes, ensuring that our operations are not only efficient but also scalable and future-proof.

Key Responsibilities

Client Delivery & Operational Excellence

• Performance Accountability: Serve as the primary point of contact for service delivery, monitoring site performance against key business metrics such as Productivity, Accuracy, Quality Scores, and Staff Utilization.
• Strategic Problem Solving: Identify and eliminate operational barriers to quality. Implement proactive mitigation plans to address service trends and ensure consistent, high-standard delivery.
• Business Transformation: Lead network-wide strategic planning and process change initiatives (e.g., Lean/Kaizen) to drive margin improvement and operational efficiency.
• Resource Management: Partner with MIS and WFM teams to ensure optimum staffing and resource availability, ensuring we maintain a seamless, high-touch service experience for the client.

AI-Augmented Operational Leadership

• AI Integration & Quality: Oversee the operational execution of AI-assisted moderation. Partner with the client's technical teams to ensure human feedback loops are effectively improving model accuracy and policy enforcement.
• Safety Governance: Manage the operational application of safety protocols and adversarial red-teaming, ensuring that moderation teams are effectively mitigating risks and protecting the client's reputation.
• Scaling Innovation: Proactively suggest process improvements that leverage AI capabilities to enhance productivity, helping the client map and improve product user experience.

Talent & Stakeholder Management

• Leadership Development: Coach and mentor Deputy Managers and Supervisors, fostering a high-performance culture and building a robust talent pipeline for future projects.
• Effective Communication: Act as a communication bridge between the production floor and the client. Lead regular town halls, skip-level sessions, and status reviews to ensure transparency and strategic alignment.
• Cultural Leadership: Cultivate an environment that embraces ambiguity, encourages a bias for action, and aligns with the client's collaborative and innovative culture.

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Required Skills & Qualifications

• Experience: 12+ years of relevant experience in Trust & Safety, Fraud Risk Operations, or BPO/Managed Services, with a proven track record of managing large-scale global contracts.
• Client-Facing Expertise: Demonstrated ability to work independently with minimal client intervention, providing centralized handling of complex processes while maintaining strong client trust.
• Strategic Mindset: Proven success in project management, multi-tasking, and delegating; experience in a Management Consulting or high-end Services business is highly preferred.
• Analytical Rigor: High level of comfort with numbers, data analytics, and performance reporting to drive margin improvements and cost-efficient results.
• Operational Agility: Proven ability to rapidly ramp up teams (hiring, training, and retention) while maintaining rigorous quality standards.
• Communication & Influence: Exceptional presentation and negotiation skills. Ability to communicate complex operational insights clearly to internal and external stakeholders.

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Mandatory Skills: Content Moderation.

Experience: >10 YEARS.

The expected compensation for this role ranges from $100,000 to $200,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.