Operations Manager (Pro Services)

TL;DR

Operations Manager (Pro Services): Managing and optimizing community moderation networks for enterprise clients on Discord and Reddit with an accent on moderator lifecycle, QA frameworks, and incident response. Focus on building scalable operational processes, ensuring SLA compliance, and leveraging AI tools to improve efficiency.

Location: Remote (UK)

Company

Enterprise community intelligence and management solution for Discord and Reddit, serving major gaming and tech brands.

What you will do

• Recruit, onboard, and manage the performance of a moderator network across the client portfolio.
• Lead incident response and escalation management, defining response protocols and stakeholder communication.
• Build and maintain a healthy pipeline of qualified moderators ready for deployment.
• Establish moderation standards by developing QA frameworks and tracking SLA compliance.
• Design and implement moderator retention and engagement initiatives.
• Collaborate on the planning and delivery of community events.

Requirements

• 2+ years of experience in a fast-paced, cross-functional operational environment.
• Strong judgment and ability to triage complex problems under pressure.
• Systems-thinking approach with the ability to build scalable frameworks rather than one-off solutions.
• Excellent professional writing skills for reports, client updates, and internal protocols.
• Advanced proficiency in spreadsheets, including pivot tables, formulas, and dashboards.
• Experience using Notion, Google Workspace, and AI tools (e.g., Claude, Gemini).

Nice to have

• Experience creating operational playbooks or strategy frameworks.
• Experience in hiring, including writing specifications and conducting interviews.
• Ability to translate frontline feedback into concrete product or process improvements.
• Deep familiarity with Discord server structure, culture, and admin tools.
• Previous experience managing contractors or freelancers.

Culture & Benefits

• Remote-first environment with flexible working hours.
• 5 weeks holiday allowance.
• Private Medical Insurance (available for UK-based teammates).
• Home office budget provided after the probation period.
• Culture based on ownership, bias for action, and radical honesty.