About this role

Team Lead Content Operations

Articore Group

Full-time

On-site

Gurugram, Haryana, India

Manager

The Content Operations Team Lead runs day-to-day execution for a team of Content Moderators processing DMCA and takedown reports. You own prioritization, throughput, and SLA delivery for the queues, and you manage the people who work it — scheduling, coverage, performance, and development. This is a working lead role: you'll be in the queue alongside your team when volume demands it.
Set daily priorities across the queue and allocate work based on volume, complexity, and rightsholder urgency
Own SLA performance — turnaround time, throughput, and backlog — and report status to Content Ops leadership
Manage scheduling, shift coverage, PTO, and holiday planning so the queue stays covered through peaks and absences
Act as the operational escalation point for ambiguous or edge-case tickets: make the call, or route to senior team members or Legal with a clear recommendation
Run 1:1s, address performance issues directly, and support career development for direct reports
Bring new moderators up to productivity in live queues, using supplied training materials
Surface operational patterns — volume spikes, recurring rightsholder behaviour, bottlenecks in the workflow — to leadership
Work tickets directly during peak periods, absences, or backlogs

Fluent in English
Previous experience in content moderation or trust & safety, including people leadership or senior IC experience mentoring others
Demonstrated track record of personally meeting quality and productivity targets
Confident managing throughput against a clock — you can triage, sequence, and reprioritise a queue without losing accuracy
Comfortable making judgment calls under time pressure where guidance is incomplete
Able to give direct, specific feedback and to handle underperformance
Able to review content of a sensitive nature professionally, and to support a team doing the same
Clear communicator across written and verbal channels, including with Legal and other internal teams
Ability to work core hours aligning with U.S. timezones; potential weekend coverage
Key attributes for success
Experience in a print-on-demand or UGC marketplace, or in IP/DMCA enforcement
Experience with scheduling, capacity planning, or queue management tooling
Familiarity with Zendesk or comparable ticketing systems
Strong knowledge of American pop culture
Comfortable working in spreadsheets and reading performance data

Team Lead Content Operations