App Moderation Team Lead - 12 Month FTC
Sportsbet AU is looking for a Moderation Team Lead to manage a newly created team of Community Moderators responsible for reviewing customer-generated content within the app. This role is central to shaping the future of the company's moderation capability across people, processes, and technology.
The successful candidate will drive the strategies, systems, and partnerships necessary to protect customers and platforms, ensuring that moderation decisions remain fair, consistent, and aligned with a high-quality customer experience. By working closely with Product, Risk, Compliance, and external partners, the lead will combine operational excellence with innovation, utilising data, automation, and emerging technologies to enhance community safety.
This is a 12-month fixed-term contract offering a unique opportunity to influence business-wide outcomes and lead meaningful change in moderation practices.
- Lead the moderation function to ensure harmful, unsafe or inappropriate content is identified and managed effectively.
- Coach and develop a team of Community Moderators, creating a high-performing, inclusive and engaged culture.
- Drive consistency and quality across moderation processes, standards and decision-making frameworks.
- Monitor moderation performance, emerging trends and customer risks, using insights to improve outcomes.
- Own and prioritise the moderation improvement roadmap, balancing customer safety, operational efficiency and business impact.
- Partner with Product teams and external providers to deliver enhancements to moderation tools, automation and AI-enabled capabilities.
- Act as the key relationship owner for moderation providers, ensuring strong governance, accountability and service delivery.
- Manage incidents, escalations and remediation activities, driving sustainable improvements and risk mitigation.
- Develop meaningful reporting, performance metrics and recommendations that inform business decisions.
- Build trusted relationships across multiple stakeholders to influence priorities and champion customer safety.
- Proven leadership experience within moderation, trust & safety, customer operations, risk, compliance or similar operational teams (required).
- Strong analytical skills with the ability to translate data and operational insights into practical improvements (required).
- Experience delivering measurable improvements in operational performance, quality, automation or customer outcomes (required).
- Demonstrated success managing and influencing third-party vendors or service providers (required).
- 25 days annual leave.
- Hack Days for creativity and project development.
- Weekly concierge service including free massages and nail appointments.
- Free breakfast, daily fresh fruit and weekly rotating socials.
- End of trip facilities with onsite table tennis and pool tables.
- Discounted health insurance and free annual flu jabs.
Sportsbet is a leading Australian online wagering operator and part of Flutter Entertainment. It serves more than 2.4 million customers through a customer-first, insight-driven approach, helping Australians engage with racing and sporting events. The company employs more than 1,300 people across Melbourne, Sydney and Darwin, with over half working in technology and data. As a market leader, Sportsbet emphasises corporate and social responsibility, customer safety and high industry standards, and is headquartered in Melbourne.
