Company Description

Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at www.depop.com 

Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.

If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to adjustments@depop.com. For any other non-disability related questions, please reach out to our Talent Partners.

The Role

The Scaled Moderation Manager is responsible for bringing about improvements in moderation via a test, learn, adapt approach to improve the user experience. This includes bringing about improvements in user sentiment, including improving user sentiment around “As a user, I feel fairly treated by Depop”.

You will work closely in collaborating with the other content moderation stakeholders within T&S and other T&S team members, as well as stakeholders within Policy, Engineering, Product, PR, Comms, Legal, HR, Finance, PALS, Real-time team, CX and external stakeholders such as Depop’s BPO, and third party content moderation provider.  You'll analyse data, to identify trends, decide what the biggest pain points are, and then design tests to solve those problems. The Scaled Moderation Manager will run those tests in a product led way, e.g. via experimentation, with set hypotheses, metrics to test to validate or invalidate the hypotheses, a set duration of testing, dashboards to monitor metrics and clear success measures. The role will test, learn and adapt scaled moderation as much as possible to ensure the user experience is continually improved.

The ways of working to achieve this includes;

Customer centricity

Learning and iterating

Focus and prioritisation

Collaboration is key

Team empowerment 

Challenge what eats your time

Responsibilities

Lead a small team currently of one content moderation specialist and one senior specialist, to contribute to the transformation of the way in which Depop moderates content at scale, enabling improvements in proportionate and fair moderation

Run experimentation to bring about user experience improvements in relation to moderation

Ensure relevant stakeholders are kept updated on 1) tests being run, 2) results and 3) learnings

Bring about, as fast as possible, turn around of tests, whilst ensuring tests are run responsibly, to enable a fast pace of learning and improvements to be made to the user experience in relation to moderation

Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders

Lead, manage and coach team members to develop them in their roles and to foster a culture of excellence, reliability, respect and humility

Oversee the relationship with the third party content moderation provider and ensure 1) service requirements are met and strong relationship nurtured via providing feedback on strengths and areas for improvement and 2) Depop leverages their new features to enhance scaled moderation

Ensure the right balance between the team spending the majority of their time on experimentation, rather than managing bugs or conducting administrative work relating to the content moderation provider.  Where there is administrative work to be done, the Scaled Moderation Manager can support the more junior content moderation specialist to undertake most of that administrative work, but also encourage them to push back on the content moderation provider where necessary

Keep up-to-date on industry trends and emerging issues in the Trust & Safety space, particularly in relation to moderation

Ability to remain calm and effective under pressure and coach the team to effectively navigate and communicate in a fast paced and ambiguous environment

Requirements - Essential

Experience leading teams, ideally in Trust & Safety Operations, or Risk operations in domains such as content moderation, compliance, risk or authentication

Experience having led experiments / test, learn, adapt approach within a technology company

Experience of owning and delivering solutions to ambiguous problems

Sound experience in a fast paced, technology company, either in Trust and Safety, Product or other function aimed at managing risks and improving the user experience,  ideally using a product led approach to experimentation

Critical thinker with the ability to identify root causes of issues, and propose solutions, and translate them into operational processes

Knowledge and experience of creating and setting up rules and workflows in a rules engine/content moderation system

Experience of liaising with Product, Engineering and Data Science stakeholders to ensure an objective and empirical approach is used to enable platform safety

Sound understanding of the Trust and Safety landscape, challenges, risks, and good practice

Excellent relationship management skills - able to work with cross-functional stakeholders from a variety of different backgrounds, culture and walks of life, who sit within different functions across the business, including but not limited to; Product, Engineering, PR and Comms, Legal, CX, Fraud, and Marketing

Excellent communication skills; able to tailor communication to a variety of audiences - able to step back and provide high level overviews for senior leadership and zoom into the detail to ensure adequate insights into operational matters when needed

Drive to proactively lead experimentation without the need for close supervision to ensure progress

Proactive, can do attitude, able to work on own initiative and drive impact without the need for tasks to be delegated to them

Additional Information

Health + Mental Wellbeing

PMI and cash plan healthcare access with Bupa

Subsidised counselling and coaching with Self Space

Cycle to Work scheme with options from Evans or the Green Commute Initiative

Employee Assistance Programme (EAP) for 24/7 confidential support

Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

25 days annual leave with option to carry over up to 5 days

1 company-wide day off per quarter

Impact hours: Up to 2 days additional paid leave per year for volunteering

Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.

Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant

All offices are dog-friendly

Ability to work abroad for 4 weeks per year in UK tax treaty countries

Family Life:

18 weeks of paid parental leave for full-time regular employees

IVF leave, shared parental leave, and paid emergency parent/carer leave

Learn + Grow:

Budgets for conferences, learning subscriptions, and more

Mentorship and programmes to upskill employees

Your Future:

Life Insurance (financial compensation of 3x your salary)

Pension matching up to 6% of qualifying earnings

Depop Extras:

Employees enjoy free shipping on their Depop sales within the UK.

Special milestones are celebrated with gifts and rewards!