📌 Core Information
🔹 Job Title: Content Moderation Senior Operations Manager
🔹 Company: Foundever
🔹 Location: Athens, Greece
🔹 Job Type: On-site
🔹 Category: Operations Management
🔹 Date Posted: April 7, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Managing and developing teams to achieve operational excellence
- Driving performance against KPIs and ensuring client satisfaction
- Fostering a positive team culture and encouraging employee growth
- Collaborating with clients and internal stakeholders to ensure service quality
ASSUMPTION: This role requires a balance of strong leadership, operational management, and client relationship skills.
📋 Key Responsibilities
✅ Manage team performance and ensure adherence to KPIs
✅ Oversee recruitment, training, and development of team members
✅ Foster a positive team culture and encourage employee growth
✅ Collaborate with clients and internal stakeholders to ensure service quality
✅ Manage client relationships at an operational level
✅ Coordinate responses to client change control requests
✅ Ensure budgeted revenue and EBITDA are achieved
ASSUMPTION: This role may require occasional on-call duties and flexibility to work during peak hours.
🎯 Required Qualifications
Education: Preferable degree or equivalent combination of education and related work experience
Experience: 5+ years of industry-related experience with progressively responsible experience in a contact center environment
Required Skills:
- Excellent verbal and written communication skills
- Strong leadership skills with ability to manage multiple teams
- Strong financial management skills in a metric-driven environment
- Analytical thinker, at ease in producing data analysis to support decision making
- Excellent interpersonal skills and experience in partnering with multiple operational support and client contacts
- PC skills including the ability to use a variety of products included in the Microsoft Office suite
- Self-organized, planning and prioritization skills
- Patience, empathy, and a unique ability to manage stress
- Solution oriented
Preferred Skills:
- Experience of content moderation
- Fluency in additional languages
ASSUMPTION: Candidates must hold EU citizenship or valid work permit for Greece and be local candidates as it's an office-based position in Athens, Greece.
💰 Compensation & Benefits
Salary Range: €45,000 - €60,000 per year (Estimated based on industry standards for the role, experience level, and location)
Benefits:
- Very competitive wages and stability
- Fully paid training
- Private healthcare
- Continuous learning/development opportunities
- Competitive career opportunities
- A safe, friendly, diverse, supporting, and technological company
- International and multicultural environment
- EverBetter wellness program (Fitness room in our premises & Personal Trainer)
Working Hours: Full-time, 40 hours per week, with flexibility to work during peak hours
ASSUMPTION: The salary range is estimated based on market research and may vary depending on the candidate's experience and skills.
📌 Applicant Insights
🔍 Company Context
Industry: Foundever is a global leader in the customer experience (CX) industry, supporting +9 million customer conversations every day in +60 languages across 45 countries.
Company Size: Foundever has 170,000 associates globally and serves +750 of the world’s leading and digital-first brands. As a large organization, it offers numerous opportunities for career growth and development.
Founded: Foundever was founded in 2005 and has since grown into a global leader in the CX industry.
Company Description:
- Foundever combines global strength and scale with the agile, entrepreneurial approach of its founder-led culture.
- The company enables companies of all sizes and industries to transform their CX.
- Foundever supports operational needs for its clients and delivers a seamless experience to customers in the moments that matter.
Company Specialties:
- Customer Experience
- Business Process Outsourcing
- Digital CX
- Training and Talent Management
- Technology and Innovation
- Consulting & Analytics Solutions
Company Website: www.foundever.com
ASSUMPTION: Foundever's global presence and extensive client portfolio provide ample opportunities for professional growth and exposure to diverse industries.
📊 Role Analysis
Career Level: This role is a senior-level position, offering significant responsibility and the opportunity to drive operational excellence within the organization.
Reporting Structure: The Content Moderation Senior Operations Manager will report directly to the Operations Manager and oversee Team Managers.
Work Arrangement: This role requires an on-site presence in Athens, Greece, with flexibility to work during peak hours as needed.
Growth Opportunities:
- Progression into a more senior leadership role within the organization
- Expansion of responsibilities to include additional client accounts or service lines
- Development of skills in areas such as client relationship management, strategic planning, or process improvement
ASSUMPTION: Successful candidates will have the opportunity to grow within the organization and take on increased responsibilities as they develop their skills and demonstrate their value.
🌍 Location & Work Environment
Office Type: Foundever's Athens office is a modern, collaborative workspace designed to foster productivity and innovation.
Office Location(s): Athens, Greece
Geographic Context:
- Athens is the capital and largest city of Greece, offering a vibrant cultural scene, historical sites, and a Mediterranean climate.
- The city is well-connected by public transportation, making it easy to commute to and from work.
- Athens provides numerous dining, entertainment, and recreational options for residents and visitors alike.
Work Schedule: Full-time, 40 hours per week, with flexibility to work during peak hours as needed
ASSUMPTION: The work environment at Foundever's Athens office is dynamic, collaborative, and supportive, with a strong focus on employee development and growth.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the HR department
- In-depth interview with the hiring manager and/or team members
- Final interview with the Operations Manager
Key Assessment Areas:
- Leadership and management skills
- Problem-solving and analytical abilities
- Communication and interpersonal skills
- Client relationship management skills
- Cultural fit and alignment with Foundever's values
Application Tips:
- Highlight relevant experience and achievements in your resume, focusing on leadership, management, and operational excellence.
- Tailor your cover letter to demonstrate your understanding of the role and your fit with Foundever's company culture.
- Prepare examples of your problem-solving skills, client relationship management, and team leadership to discuss during the interview.
ATS Keywords: Operations Management, Team Leadership, Client Relationship, KPI Management, Content Moderation, Contact Center, Performance Management, Recruitment, Training, Development
ASSUMPTION: Foundever's recruitment process is designed to assess candidates' skills, experience, and cultural fit, with a focus on finding the best fit for both the candidate and the organization.
🛠️ Tools & Technologies
- Microsoft Office Suite
- Customer Relationship Management (CRM) software
- Project management tools (e.g., Asana, Trello, Jira)
- Data analysis and reporting tools (e.g., Excel, Power BI)
ASSUMPTION: Familiarity with these tools is expected, and candidates should be comfortable learning and adapting to new technologies as needed.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric
- Innovative
- Collaborative
- Agile
- Entrepreneurial
Work Style:
- Dynamic and fast-paced
- Collaborative and team-oriented
- Focused on continuous improvement and innovation
- Results-driven and metrics-focused
Self-Assessment Questions:
- Do you thrive in a fast-paced, dynamic work environment?
- Are you comfortable working with diverse teams and stakeholders?
- Do you have a proven track record of driving operational excellence and achieving results?
- Are you passionate about delivering exceptional customer experiences?
ASSUMPTION: Successful candidates will demonstrate a strong cultural fit with Foundever's values and work style, with a focus on customer-centricity, innovation, and collaboration.
⚠️ Potential Challenges
- Managing performance and addressing underperformance in team members
- Balancing the needs of multiple clients and stakeholders
- Adapting to changes in client requirements or market conditions
- Managing a large team and ensuring consistent performance across all members
ASSUMPTION: These challenges can be overcome with strong leadership, effective communication, and a focus on continuous improvement.
📈 Similar Roles Comparison
- This role differs from related positions in its focus on content moderation and operational management within the customer experience industry.
- Foundever's global presence and extensive client portfolio provide unique opportunities for professional growth and exposure to diverse industries.
- Career progression may include moving into more senior leadership roles, expanding responsibilities, or developing skills in areas such as client relationship management, strategic planning, or process improvement.
ASSUMPTION: This role offers a unique blend of operational management, client relationship management, and team leadership within the customer experience industry.
📝 Sample Projects
- Implementing a new performance management system to improve team performance and engagement
- Developing and delivering training programs to enhance team skills and knowledge
- Collaborating with clients to identify and address service gaps or opportunities for improvement
ASSUMPTION: These projects demonstrate the candidate's ability to manage teams, drive performance, and collaborate with clients to deliver exceptional customer experiences.
❓ Key Questions to Ask During Interview
- What are the key priorities for this role in the first 90 days?
- How does this role fit into the organization's long-term strategic goals?
- What opportunities are there for professional development and growth within the company?
- How does the company support work-life balance for its employees?
- What is the company's approach to diversity, equity, and inclusion?
ASSUMPTION: These questions demonstrate the candidate's interest in the role, the company, and their long-term career goals.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume to highlight relevant experience and skills, focusing on leadership, management, and operational excellence.
- Write a cover letter that demonstrates your understanding of the role and your fit with Foundever's company culture.
- Prepare examples of your problem-solving skills, client relationship management, and team leadership to discuss during the interview.
- Follow up with the HR department one week after submitting your application to confirm receipt and inquire about the status of your application.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
