Investigations & Response Project Manager - Games Moderation

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

About the Role

You will be the primary point of contact for high-priority and legally sensitive games escalations, bringing an additive perspective and operational expertise to the global team. Your focus will be on leading operational escalation management in the games space, analyzing data and trends related to games moderation, driving continuous improvement in moderation processes and tooling, and ensuring our vendor partners deliver to Netflix’s high standards. Additionally, you will serve as a key cross-functional liaison, collaborating closely with internal and external stakeholders to ensure alignment, readiness, and operational excellence.

You will work in close partnership with our Games Moderation Program Lead, whose focus is on global strategy and program direction. Together, you will ensure that our games moderation program is both visionary and operationally robust, with seamless alignment between policy, process, and real-time response. 

What You’ll Do

• Lead escalation management: Serve as the primary escalation manager for high-priority and legally sensitive cases (e.g., CSAM, threats of harm, terrorism) in Games Moderation, collaborating with internal partners in Legal, Trust & Safety, and Risk.

• Drive operational excellence: Proactively monitor, assess, and optimize moderation tooling (e.g., Two Hat, CSMA), identifying gaps and partnering with vendors to ensure robust, scalable, and effective solutions.

• Analyze data and trends to anticipate risks, measure program effectiveness, inform proactive improvements, and provide actionable insights to leadership and stakeholders.

• Continuously monitor and refine moderation policies and enforcement standards by partnering with studios and internal stakeholders, ensuring policies remain effective, relevant, and aligned with evolving business and industry needs.

• Implement and enhance global moderation standards: Collaborate with the Games Moderation Program Lead to implement and refine moderation policies, enforcement standards, and best practices.

• Vendor enablement: Lead onboarding, training, and ongoing quality assurance for third-party moderation vendors, ensuring they consistently meet Netflix’s standards. Collaborate with studios to identify emerging needs or adjustments in policies, and work with vendors to ensure changes are implemented effectively. 

• Operational readiness: Ensure the Customer Service and moderation teams are fully prepared for moderation implications of new game or feature launches, developing and delivering enablement resources as needed.

• Serve as a key cross-functional collaborator and liaison: Work closely with Product, Engineering, Player Support, Legal, and other teams to drive operational initiatives, align on priorities, and ensure seamless execution across the global program.

• Additive global perspective: Bring your regional and industry insights to the table, helping to inform and evolve the global moderation approach.

Who You Are

• A project management professional with significant experience in games moderation, trust & safety, or content integrity.

• Skilled at managing complex, high-stakes escalations and collaborating with legal, risk, and cross-functional teams.

• Experienced in tracking and analyzing KPIs and metrics to drive operational improvements and inform business decisions.

• Proactive, analytical, and data-driven, with a passion for operational excellence and continuous improvement.

• Experienced in vendor management, training, and quality assurance.

• An exceptional communicator and collaborator, comfortable working across regions and time zones.

• Able to thrive in a fast-paced, high-visibility environment and influence outcomes on a global scale.

• Passionate about gaming, online safety, and building positive player experiences.

Qualifications

• 5+ years of experience in games or online moderation, trust & safety, or content integrity, with a proven record of operational management and escalation handling.

• Direct experience managing sensitive legal escalations within a gaming or online community context.

• Strong knowledge of moderation tooling (e.g., TwoHat), process optimization, and vendor oversight.

• Demonstrated ability to analyze KPIs and metrics to measure and improve operational performance along with driving impact to the broader business.

• Experience developing and delivering training or enablement resources.

• Proficiency with Customer Service and Moderation platforms (such as ZenDesk and HelpShift); experience in Customer Service operations is a plus.

• Fluency in English, both written and verbal; additional languages are a plus.

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $50,000 - $190,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs.  Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.

Netflix is a unique culture and environment.  Learn more here.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.