Senior Operations Specialist, AI Enablement in London

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 lead 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 improving 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

• Operationalise and scale the AI Moderation QA framework across internal teams and BPO partners, ensuring consistent application of quality standards.
• Review and evaluate the accuracy and consistency of content moderation decisions made by BPO teams and machine moderation systems through a golden set QA methodology.
• Operationalise structured feedback loops between QA, BPO, CX & Trust Operations, Policy, and Product teams — validating model performance and identifying opportunities for improvement.
• Develop quality benchmarks and continuously optimise moderation processes, tooling, and workflows to improve accuracy and efficiency.
• Conduct root cause analysis using moderation data to surface trends, systemic gaps, and actionable insights that improve performance.
• Enhance moderation policy implementation by working closely with Operations, Policy and Enablement teams to ensure clarity and consistency.
• Provide data-driven recommendations for policy updates based on content review findings and emerging risk patterns.
• Ensure moderation practices adhere to regulatory requirements and community guidelines.
• Facilitate quality controls including focused calibrations, targeted retraining initiatives, SOP clarifications, and structured model performance feedback.
• Track and monitor the effectiveness of implemented corrective actions, ensuring measurable improvements in moderation accuracy and quality.
• Collaborate cross-functionally to strengthen the integration of AI systems within moderation workflows, balancing automation efficiency with human oversight.
• Assist 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.
• Deep 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.

About Us

Bumble Inc. is the parent company of Bumble Date, BFF, and Badoo. The Bumble platform enables people to build healthy and equitable relationships, through Kind Connections. Founded by Whitney Wolfe Herd in 2014, Bumble was one of the first dating apps built with women at the center and connects people across dating (Bumble Date) and friendship (BFF). BFF is a friendship app where people in all stages of life can meet people nearby and create meaningful platonic connections and community based on shared interests. Badoo, which was founded in 2006, is one of the pioneers of web and mobile dating products.

Inclusion at Bumble Inc.

Bumble Inc. is an equal opportunity employer and we strongly encourage people of all ages, colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, people with disabilities, and neurodivergent people to apply. We're happy to make any reasonable adjustments that will help you feel more confident throughout the process, please don't hesitate to let us know how we can help.

In your application, please feel free to note which pronouns you use (For example: she/her, he/him, they/them, etc).

AI in Bumble Inc. Hiring

At Bumble, we may use AI tools to support parts of our recruitment process — such as helping us record, transcribe, and summarise conversations, and supporting job alignment by comparing resumes and job descriptions to highlight skills and potential roles that may be a good match. These tools help us work more efficiently and stay focused on you during our conversations. Importantly, all hiring decisions are made by people. AI is used only to support our team's efficiency and improve the candidate experience — not to evaluate or decide on your candidacy. Participation in AI-supported interviews and conversations is completely voluntary and will not impact your candidacy. If you'd prefer to opt out, simply let your recruiter or interviewer know at the start of a call, or anytime during the interview or conversation.

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