Head of Moderation, US

Job Description

Want to deliver tech with purpose, with people who care?

Join us in our mission to create solutions that help keep children safe online.

Who we are?

Headquartered in Perth, Australia, with offices globally, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose-driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, the ‘Smoothwall’ brand in the UK, and the ‘Qoria’ brand in EMEA and Sri Lanka. Our solutions are utilised by schools, school districts, and parental communities to protect children from seeing harmful content online, identify children at risk based on their digital behaviours and ensure teachers maintain focus and safe learning in the digital classroom. 30.000 schools and 7 million parents depend on our solutions to keep 25 million children safe in 180 countries around the world

What’s the opportunity?

The Head of Moderation (US) will build and lead a regional content moderation team monitoring digital activity on school devices. The Head of Moderation (US) will work with an established UK/ANZ moderation team, global and regional safeguarding and student safety experts, product and engineering team, and customer success.

This role is hybrid with a minimum of three days per week in our Orlando office.

Here’s how you’ll do it:

The successful candidate will recruit, manage, and develop a new Education Monitoring Team in the US, driving the quality, accuracy and performance of the moderation service in the US. Establish regional best practice, and embed policy-driven compliance in the new team.

Relentlessly drive for better outcomes for children, understanding that the world of digital safety is constantly evolving. Build relationships with stakeholders, industry experts, and national third sector organisations, creating trust and confidence.

Manage compliance, governance, and reporting. Ensure quality and performance data is robust and readily available, and demonstrate proactive leadership, forecasting changes and managing risk.

Build a culture of safety.

• Overseeing the operation of the moderation service, liaising with internal and external stakeholders to ensure the service is operating as efficiently and accurately as possible
• Identifying and helping to implement opportunities for growth and to optimise efficiency, driving increased revenue and reducing churn
• Managing a regional moderation service with effective cover for peak hours, supported by team leaders
• Working closely with colleagues in product, customer success, training, support, and engineering to solve problems and identify/implement enhancements to the service
• Being the focal point for the service, recognised throughout the organisation as the leader, and managing any escalations or issues
• Managing shift rotas, recruitment, wellbeing and other HR tasks in close collaboration with the corporate people team
• Being accountable for KPIs such as cap-to-mod, average handling time, and quantity of escalations, delegating accountability to team leaders but maintaining overall control and awareness
• Acting as a role-model moderator, as the senior escalation point for any moderator queries or questions
• Operating with a quality focus, always striving to ensure that the output of the team is accurate, continually improving and operates with the greatest level of care for the students we are responsible for

Global Responsibility:

• Own the recruitment, onboarding, and performance management of a dedicated content moderation team, building toward a dedicated moderation service for US schools.
• Foster an empathetic team culture that enables every team member to champion safety, dignity, inclusion, and opportunities for growth.
• Learn and share our global safeguarding standards, and lead with integrity and unflinching commitment to quality.
• Proactively collaborate with stakeholders to build trust and create opportunities for knowledge-sharing.
• Engage with Product and Engineering to present opportunities for system enhancements, and act as a key stakeholder in product strategy decisions.
• Develop and implement local operational strategy, including 24/7 coverage models and crisis management processes.
• Own success measures, with a culture of continuous improvement and genuine appetite for change.
• Represent US moderation within our global business, supporting the nuance and cultural sensitivity required to deliver an effective service.

What you will bring:

This role requires:

• 5+ years’ experience in a Trust and Safety role, with direct experience in content moderation, offender monitoring, or online data analysis.
• Strong collaboration skills with cross-functional and cross-regional teams.
• Excellent people management and team leadership skills, including conflict resolution.
• Confidence working with ambiguity, shifting requirements, and emerging technologies.
• Strong data literacy, with the ability to reconcile performance and outcomes data with budgets, forecasting, and workforce planning.
• Fluent English and Spanish, written and spoken.
• Excellent communication, documentation, and stakeholder management skills.
• Experience in child protection, child safety, social work, or similar is a bonus.

To be successful in this role you must:

• Have natural authority and leadership skills, inspiring others to be the best they can be
• Have quick decision-making skills and good judgement
• Be able to remain calm and empathetic when under pressure or dealing with difficult situations
• Have a strong work ethic and ability to stay focused for extended periods
• Have excellent customer, interpersonal, and communication skills (verbal,literacy, numeracy)
• Have a collaborative approach to success, with the ability to bring peers together for a shared goal

Why choose Linewize by Qoria?

In this role, you can expect:

• Employee options
• Zone Out Days
• Tech Allowance
• and much more

More importantly, you’ll:

• Deliver tech with purpose...

We’re only as good as our latest release. You’ll draw on your exceptional product design skills and breadth of experience to ensure we stay ahead of the game when it comes to cyber safety technology. And as part of our products team, your work will be at the very heart of our mission: to ensure safe and secure online environments for children.

• With people who care...

You’ll work among a team of creative, hard-working and flexible professionals who share your drive and passion for what we do. With constantly shifting projects and deadlines, we pull together to expertly navigate the challenges of project management. Our product team’s mantra? Prioritisation. This includes being able to say no when the time comes. We all take ownership of our work, end to end. And at the same time, we really care about growing and winning together.

• Through work that you love…

The world of cybersafety moves quickly. So we do too. Our product team members say no two days are alike. Using proven frameworks, you’ll draw on customer/client feedback to develop new, exciting features. You’ll lead and participate in product development and release roadmaps via SCRUM. You’ll run trials and MVPs before educating internal and external audiences on how to get the most out of new features. Developing cyber safety tech is an exciting, important challenge.

• And a career that you own...

At Qoria, we’re accustomed to bringing people up through our product development ranks. You’ll be supported to master all aspects of your role including coordination of the product development lifecycle, team management, public speaking and product launches. With a tried and tested path ahead, you’ll clearly see where a career with us can take you. And you’ll grab the opportunity to grow with us.

We’d love to hear from you. Please submit your application if you would like to be considered for this opportunity.

At this stage we are only accepting applications from those with full working rights.