L2 Team Lead (Operational Lead)

Location: Masaryk, Polanco, Mexico City, Mexico

Job Type: FTE

Role Overview

The L2 Team Lead is responsible for the overall quality and operational success of the search evaluation project. This role requires deep guideline mastery and the ability to bridge the gap between Client's policy owners and the onsite execution team.

Key Responsibilities

• Independently digest complex search evaluation guidelines and clarify ambiguities through proactive Q&A with guideline owners.
• Cascade policy updates into clear, actionable instructions for the onsite L1 specialists.
• Drive project milestones, lead quality calibration sessions, and ensure the team meets delivery standards and strict SLAs.
• Manage intense training requirements and effectively answer operational questions from the team.

Qualifications

• Proven experience managing onsite teams with intense ...