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.
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
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.