Team Lead Content Operations

Articore Group · Retail & E-commerce

Gurugram, Haryana, India
On-site
Posted today
Operations & Supply Chain

About the job

The Content Operations Team Lead runs day-to-day execution for a team of Content Moderators processing DMCA and takedown reports. You own prioritization, throughput, and SLA delivery for the queues, and you manage the people who work it — scheduling, coverage, performance, and development. This is a working lead role: you'll be in the queue alongside your team when volume demands it.

Set daily priorities across the queue and allocate work based on volume, complexity, and rightsholder urgency

Own SLA performance — turnaround time, throughput, and backlog — and report status to Content Ops leadership

Manage scheduling, shift coverage, PTO, and holiday planning so the queue stays covered through peaks and absences

Act as the operational escalation point for ambiguous or edge-case tickets: make the call, or route to senior team members or Legal with a clear recommendation

Run 1:1s, address performance issues directly, and support career development for direct reports

Bring new moderators up to productivity in live queues, using supplied training materials

Surface operational patterns — volume spikes, recurring rightsholder behaviour, bottlenecks in the workflow — to leadership

Work tickets directly during peak periods, absences, or backlogs

Requirements

Fluent in English

Previous experience in content moderation or trust & safety, including people leadership or senior IC experience mentoring others

Demonstrated track record of personally meeting quality and productivity targets

Confident managing throughput against a clock — you can triage, sequence, and reprioritise a queue without losing accuracy

Comfortable making judgment calls under time pressure where guidance is incomplete

Able to give direct, specific feedback and to handle underperformance

Able to review content of a sensitive nature professionally, and to support a team doing the same

Clear communicator across written and verbal channels, including with Legal and other internal teams

Ability to work core hours aligning with U.S. timezones; potential weekend coverage

Key attributes for success

Experience in a print-on-demand or UGC marketplace, or in IP/DMCA enforcement

Experience with scheduling, capacity planning, or queue management tooling

Familiarity with Zendesk or comparable ticketing systems

Strong knowledge of American pop culture

Comfortable working in spreadsheets and reading performance data

Apply on Articore Group