Senior Operations Specialist, AI Enablement
Introduction to the role & team
At Bumble, our mission is to create a world where relationships are healthy and equitable — built on kindness, respect, and genuine connection. The CX & Trust team brings that mission to life by ensuring every experience on our platform is safe, supportive, and trustworthy. As a Senior Operations Specialist — AI Enablement, you’ll support the end-to-end quality program for AI Moderation. You will ensure that human and machine moderation systems operate with accuracy, consistency, and fairness — while continuously supporting improvements to quality standards, feedback loops, and regulatory alignment.
You’ll join a passionate global team that blends product insight with a deep commitment to people-first design. Together, you’ll help us reimagine how technology — and AI in particular — can enhance trust and care across every user touchpoint.
What you'll do
- Support the execution of the AI Moderation QA framework across internal teams and BPO partners, helping to ensuring consistent application of quality standards.
- Review the accuracy and consistency of content moderation decisions made by BPO teams and machine moderation systems through a golden set QA methodology.
- Support structured feedback loops between QA, BPO, CX & Trust Operations, Policy, and Product teams by sharing QA findings. validating model performance and identifying opportunities for improvement.
- Apply quality benchmarks and support improvement to moderation processes, tooling, and workflows to improve accuracy and efficiency.
- Analyse moderation data to identify trends, root causes, and quality issues that support performance improvement.
- Support consistent implementation of moderation policies by working closely with Operations, Policy and Enablement teams.
- Share data-driven findings from content reviews to support policy review and updates.
- Support adherence to regulatory requirements and community guidelines within moderation workflows..
- Support quality controls activities, including focused calibrations, targeted retraining initiatives, SOP clarifications, and structured model performance feedback.
- Track and monitor the effectiveness of implemented corrective actions, share results to support improvements in moderation accuracy and quality.
- Collaborate cross-functionally to support the effective use of AI systems within moderation workflows, balancing automation efficiency with human oversight.
- Additionally, support the Quality Manager with the CX AI Agent QA Program
About you
- 3+ years of experience in Trust & Safety, with specific hands-on experience in content moderation operations and quality management.
- Familiarity with moderation systems and conversational AI tools, and understanding of the interplay between human review and machine learning models.
- Strong analytical skills with experience digesting large data sets and complex policies into clear, actionable insights. Experience in data analysis and reporting is required.
- Understanding of CX & Trust operations, moderation frameworks, and policy enforcement principles.
- Comfortable working with moderation, CX, QA tools and platforms, with the ability to quickly adapt to new software systems and evolving workflows.
- Strong appreciation for calibration, consistency, and objective scoring in QA programs, with pride in surfacing concise, meaningful insights that drive measurable impact.
- Ability to work across global teams and with BPO partners, demonstrating ownership and accountability.
- You work collaboratively, demonstrate ownership of your impact, and embrace feedback as part of growth — modelling Bumble’s values of Respect and Curiosity.
