Job Title:
GVP Trust & Safety
Job Description
Concentrix is a leading global provider of customer experience (CX) solutions and technology. We create game-changing customer journeys for some of the world’s best brands, and the ones that are changing the world as we know it. Every day, we Design, Build and Run CX that helps brands grow across the world and into the future.
Whether it’s a specific solution or the whole end-to-end journey — we’ve got it covered. We’re the strategic thinkers who design brand-defining experiences. The tech geeks who build smarter solutions. And the operational experts who run it all and make it work seamlessly.
Across 70+ countries and six continents, we provide services across key industry verticals including technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector.
As the GVP Trust and Safety, you will lead the global team of over 23,000 game changers responsible for protecting our users, platforms and communities from abuse by developing the policies and technology that keep CNX products safe, reliable and resistant to abuse. Extensive knowledge/experience with AIML/Data Annotation needed. You will lead the development and execution of innovative strategies to drive growth and enhance our capabilities in Trust & Safety, Generative AI, Data Annotation, and Labeling.
The Head of T&S will report into the SVP, Practices.
Practices play a key role in Concentrix’s diversification and growth strategy. They currently account for $1.5B, e.g., 15% of total revenues, with a higher level of profitability, providing access to new high-potential market segments. We have a very high ambition for our Practices, with double-digit year-on-year growth.
Job Title: GVP, Trust & Safety Practice (AI Services)
Ideal Candidate:
A proven leader with operational strength and experience in building and leading large, geographically dispersed teams.
Responsibilities:
Trust & Safety:
- Develop and implement a comprehensive trust and safety strategy aligned with organizational goals.
- Create and maintain policies and guidelines to prevent and mitigate fraudulent activities, harassment, and harmful content.
- Conduct in-depth red teaming exercises to identify potential threats and vulnerabilities.
- Collaborate with external partners and vendors to enhance trust and safety solutions.
- Influence research and engineering teams to minimize harm.
- Lead incident response efforts, investigating and addressing safety-related incidents.
- Analyze user data to identify trends and patterns related to trust and safety issues.
- Ensure compliance with relevant laws and regulations.
- Oversee a team of trust and safety specialists to provide user support.
- Develop and deliver training programs to educate employees and users.
- Promote user awareness and engagement in maintaining a safe platform.
- Prepare and present reports on trust and safety performance and key metrics.
Generative AI and Data Annotation:
- Lead the creation and execution of business development strategies focused on the intersection of generative AI, data annotation, data labeling, and gig economy crowdsourcing platforms.
- Identify emerging opportunities in the AI data services market, particularly in industries reliant on large-scale data for training machine learning models.
- Create market-specific offerings within the Generative AI space, focusing on training AI and AI safety (Red Teaming, Prompt Engineering, RLHF, Content Rating, etc.).
- Spearhead the development and launch of a new service line integrating gig workforce platforms, data annotation, labeling services, and generative AI capabilities.
- Work cross-functionally with product, AI development, and operations teams to design and implement seamless workflows.
- Identify, evaluate, and lead acquisitions or strategic partnerships with data annotation and labeling platforms.
- Negotiate contracts, manage integrations, and drive alignment with internal teams.
- Assess the potential for acquiring a data annotation platform or establishing long-term partnerships.
- Drive client acquisition efforts by promoting the new service line to target industries.
- Build and maintain strong relationships with prospective clients, understanding their data needs and providing tailored solutions.
- Develop a detailed revenue model for the new service line, focusing on achieving revenue targets.
- Monitor and report on performance metrics, adjusting strategies to ensure growth.
Qualifications:
- 10+ years of proven success in business development and consultative experience in the Trust & Safety industry.
- 15+ years of leadership experience managing staff.
- 10+ years of previous outsourcing/BPO, operations, or management consulting experience.
- 10+ years of experience in various aspects of the Trust & Safety space, with a heavy focus on Generative AI, Data Labeling/Annotation, and Crowdsourcing.
- Strong analytical thinking, proactive attitude, and excellent written and oral communication skills.
- Outstanding negotiation and business management skills.
- Highly detailed-oriented with the ability to manage tight deadlines.
- Proven experience in sales, with a focus on hunting new logos or opportunities.
- Strong understanding of internet safety, privacy, and online community dynamics.
- Familiarity with legal and regulatory requirements related to safety and AI.
- Demonstrated leadership and team management experience.
The base salary range for this position is $240-360k, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days. The deadline to apply for this position is December 31, 2024.
Location:
USA, OH, Work-at-Home
Language Requirements:
Time Type:
Full time
Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
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Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.
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