Product Operations Specialist (Content Moderation System), Zalo Video
Full-time
Safety Operation builds a secure ecosystem for users and businesses. As a Product Operation Specialist, you will bridge data, compliance, and technical execution to scale safety initiatives across the platform, driving the end-to-end performance of our hybrid (Automation + Manual) content moderation system.
🤖 What you will do
- Operational Excellence: Design and build standardized SOPs for the manual moderation team while collaborating with developers to automate review workflows, ensuring high productivity, maximum scalability, and optimal system throughput.
- Performance Management: Take full ownership of core moderation metrics, including accuracy, leakage rate, and SLA. Establish crisis escalation protocols and track team KPIs/OKRs to ensure top-tier operational performance and platform safety.
- Data-Driven Optimization: Analyze operational data, feedback loops, and emerging violation trends (bad actors' tactics). Conduct deep-dive root-cause analyses to optimize automated filters (reducing False Positives/Negatives) and build health dashboards for continuous system improvement.
- Cross-functional Coordination: Act as the strategic bridge aligning Product, Tech, and Legal/Policy teams. Translate regulatory requirements (e.g., local internet decrees, cybersecurity laws) into actionable product safety standards and system configurations.
- Product Enablement & Internal Tooling: Lead the GTM (Go-To-Market) execution for new safety features and internal back office tools. Define product requirements for
moderation interfaces to streamline tasks, enhance system management, and maintain a comprehensive internal knowledge base.
👾 What you will need
- Experience: At least 2 years of experience in product operations, business analysis, trust & safety, or operational excellence in the tech/social media/digital space.
- Domain Expertise: Direct experience in managing or optimizing Content Moderation Systems (both automated AI/Machine Learning models and manual review operations) is
highly preferred. - Process & Quality Drive: Strong background in workflow automation, process design (SOPs), and operational quality metrics (SLA, Precision, Recall, Error Rate).
- Regulatory Knowledge: Solid understanding of Vietnam's regulatory landscape regarding content compliance, cybersecurity, and data privacy is a strong plus.
- Technical & Analytical Skills: Proficient in Excel, SQL, and data visualization tools to perform deep-dive analysis and track system health.
- Soft Skills: Excellent communication skills with the ability to align cross-functional stakeholders across technical, operational, and legal domains; proactive, resilient, and ready to thrive in a fast-paced environment.
