SAI VENKAT G
Trust & Safety Operations Manager • New Braunfels, TX • G****************@gmail.com • 210****085 • drivetube.ai/•••••
Professional Summary
Trust & Safety Operations Manager with 9+ years of experience supporting content moderation, policy enforcement, investigations, escalation management, and operational governance for global platforms. Experienced in operationalizing policy updates, designing SOPs and training programs, conducting RCA and moderation quality analysis, and using AI-enabled workflows and reporting to improve enforcement consistency and team performance. Seeking roles in Trust & Safety Policy, Policy Operations, AI Operations, Risk & Integrity, or Operations Leadership.
Technical Skills
Testing: Quality Assurance Audits,Root Cause Analysis,KPI Monitoring,Performance Coaching,Moderation Quality Analysis,Trend & Emerging Risk Analysis
Data and Analytics: Operational Reporting,Data Analysis,Power BI,Reporting Dashboards,Reporting for Leadership
Trust & Safety: Content Moderation,Policy Enforcement,Escalation Management,Account Integrity,Harm & Abuse Investigations,Policy Calibration
Operations & Process: SOP Development,Workflow Optimization,Queue & SLA Management,Operational Readiness,Governance Frameworks,Change Management
AI & Automation: Generative AI Tools,ChatGPT,Gemini,Claude,Microsoft Copilot,AI-enabled Workflows
Training & Enablement: Onboarding Program Design,Policy Training,Calibration Sessions,Training Materials & Decks,Coaching Frameworks,Knowledge Management
Compliance & Risk: Regulatory Compliance claims,finance context,Escalation Governance,Incident Response,Risk Assessment,Audit Readiness
Methods & Certifications: Lean Six Sigma White & Yellow Belt,Operational Readiness Practices,RCA Methodologies,Stakeholder Management
Work Experience
TaskUS
New Braunfels, TX
Operations Leader
May 2025 – May 2026
Led Trust & Safety moderation for a major social media and online video-sharing platform, responsible for enforcement, escalations, training and operational consistency.
Tech Stack: Content Moderation, Policy Enforcement Frameworks, AI tools ChatGPT, Gemini, Claude, Microsoft Copilot, Power BI, SOPs, QA Frameworks
- Managed a 15+ member content moderation team supporting a high-volume social media/video-sharing platform; optimized workflows and SLAs to increase moderation accuracy and productivity, improving team KPIs by 20%.
- Conducted complex investigations into harmful content, misinformation, and account integrity issues using policy frameworks and AI-assisted review tools; served as escalation point for high-risk enforcement decisions.
- Operationalized policy updates by authoring SOPs, escalation protocols, and playbooks; partnered with Policy and Operations to ensure consistent enforcement and reduce policy ambiguity across review queues.
- Designed and delivered onboarding, refresher, and calibration programs that standardized enforcement decisions and raised moderation consistency across global reviewers.
- Performed trend analysis and root cause investigations using Power BI and QA frameworks to identify emerging abuse patterns and recommend policy or workflow changes to leadership.
- Delivered targeted coaching, side-by-side evaluations, and performance improvement plans that reduced recurring moderation errors and improved QA scores across the team.
Cognizant Technology Solutions
Hyderabad, India
Senior Process Specialist & Training Lead
Jun 2022 – Sep 2023
Supported telecommunications and supply chain transformation initiatives for enterprise clients, focusing on operational readiness, process governance, and training.
Tech Stack: SOP Development, Operational Reporting, KPI Tracking, Process Maps, Root Cause Analysis, Stakeholder Coordination
- Coordinated cross-functional operational activities across vendors, procurement, operations and compliance to drive timely project execution and service delivery for enterprise transformation programs.
- Managed deployment readiness by tracking milestones, monitoring deliverables, and ensuring alignment with project timelines and client objectives to reduce go-live risks.
- Developed and maintained SOPs, process maps, and operational playbooks to standardize workflows and scale operations across multiple client sites.
- Built operational reporting and KPI tracking mechanisms to provide leadership with visibility into performance, forecast needs, and identify improvement opportunities.
- Led onboarding and cross-functional training initiatives, creating training materials and knowledge transfer sessions to ensure workforce readiness and process consistency.
- Conducted compliance audits and root cause analysis on operational issues; recommended corrective actions and process improvements to improve service quality and stability.
Concentrix
Hyderabad, India
Senior Policy Trainer & Quality Analyst
Aug 2018 – Feb 2022
Managed policy training and quality assurance for Trust & Safety content moderation supporting a global social media and digital content platform.
Tech Stack: Policy Training, Quality Audits, Calibration Sessions, SOPs, Moderation Review Tools, Knowledge Management
- Designed and delivered structured 4-week onboarding modules, live and virtual training sessions focused on moderation policies, workflow compliance, and escalation handling to certify new reviewers.
- Served as subject matter expert for policy interpretation; facilitated calibration sessions and authored policy guides to align enforcement decisions across reviewers and QA teams.
- Conducted quality audits and moderation reviews to monitor compliance and identify recurring enforcement challenges; implemented corrective coaching and process updates.
- Investigated moderation errors and led RCA exercises to identify root causes of quality deviations and to reduce policy misinterpretation across teams.
- Collaborated with client policy stakeholders to surface enforcement trends and recommend policy clarifications or operational safeguards to improve platform integrity.
- Created SOPs, troubleshooting documentation, training decks and coaching frameworks to institutionalize best practices and support continuous improvement.
Concentrix
Hyderabad, India
Claims & Escalation Lead
Aug 2016 – Aug 2018
Investigated escalated banking and financial claims, managed dispute resolution and maintained compliance with internal controls and regulatory standards.
Tech Stack: Claims Adjudication, Escalation Management, Root Cause Analysis, Compliance Documentation, Stakeholder Coordination, Training & Mentoring
- Led investigations of escalated financial claims and disputes, ensuring thorough documentation and adherence to internal procedures and regulatory requirements.
- Performed detailed root cause analysis on claims discrepancies and operational issues to implement corrective actions and reduce recurrence.
- Coordinated with financial institutions and internal stakeholders to resolve disputes, manage overpayment recovery, and close high-priority claims efficiently.
- Provided training and mentoring on claims adjudication, SLA adherence, and customer communication best practices to improve team performance.
- Maintained audit-ready investigation records and process documentation to support compliance and regulatory review readiness.
- Recognized for leadership and training impact with promotion to Product Trainer based on operational excellence and coaching effectiveness.
Education
Webster University
Master of Science in Information Technology Management • San Antonio, Texas, USA • 2025
Certifications
Lean Six Sigma White Belt Certified
Lean Six Sigma Yellow Belt Certified
Microsoft Power BI Desktop for Business Intelligence
Introduction to Machine Learning
AI Fluency: Framework & Foundations — Anthropic • In Progress
Achievements
- Operational KPI Improvement: Improved operational KPIs by 20% through targeted coaching, process optimization, and quality interventions.
- Leadership Recognition: Recognized for leadership excellence, stakeholder management, and continuous process improvement contributions across moderation operations.
- Training & Onboarding Impact: Designed onboarding programs, SOPs, and training decks that improved moderation quality and operational readiness.
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