Manager of a Content Moderation Department

We seek a skilled and self-motivated Manager of a Content Moderation Departmentfrom Canada. You will lead the moderation team, ensuring that user-generated content on our platform aligns with community guidelines, legal
obligations, and safety commitments. This role focuses on the operational oversight of moderators, handling escalations, and maintaining the mental well-being and performance of the moderation team.

About us:
GoCreator Group is a thriving company in the e-commerce space, with operations worldwide. We offer employees a balance between the stability of a larger organization while maintaining our culture of an innovative, leading-edge startup. The head office is located in Montreal and we have offices in Canada, the United States and Europe.

Our product: It is the original clip marketplace delivering authentic content from studios to consumers worldwide.

Our Core Values
• I TRUST YOU - We are honest, transparent and communicate with each other.
• ONE TEAM - We collaborate, learning from each other, and are driven by continuous improvement and respect.
• DRIVEN BY SUCCESS - We are like a competitive sports team. We build together, we are flexible and adaptive and driven to win.
• IDEAS DONE RIGHT - We value ideas and creativity, but we implement them right on the first try.
• CUSTOMER-FOCUSED - DELIVERING HAPPINESS - We understand that our community is at the core of our success.
• THIS PLACE ROCKS! - We want to work in a place that is leading, amazing and we each take responsibility to make it amazing for our teammates.

Responsibilities:

• Lead and run day-to-day operations of a global 24/7 Team Leaders (not agents of the content moderation department). 
• Oversee enforcement of platform policies across text, images, video, and audio content.
• Monitor and report on team performance against SLAs, accuracy, and quality metrics.
• Conduct regular audits to ensure consistency, accuracy, and policy alignment.
• Track and analyze moderation trends to inform staffing models, workflows, and escalation pathways.
• Manage the end-to-end process for handling content complaints and violations, including removals and appeals.
• Set performance goals, conduct evaluations, and provide coaching to support career development.
• Monitor moderator well-being by managing resilience programs, wellness check-ins, and access to support resources.
• Report weekly on department status, including quality metrics, flagged content, and escalations.
• Partner with Trust & Safety leadership to provide operational insights for policy and product improvements.
• Collaborate with Legal, Product, and Customer Support teams to ensure compliance with content standards and safety requirements.