Marios Glade

Program Manager with 6+ years leading AI-driven Trust & Safety operations at scale, including reducing moderation error rates by 40% and improving LLM-policy alignment accuracy by 12%. Proven ability to optimize global review systems, mitigate platform risk, and align human workflows with AI/LLM models. Experienced in driving cross-functional programs across policy, engineering, and operations from design through execution.

Senior QA Analyst – E-Commerce & LLM Programs at TikTok (2024-01 – Present)

Led end-to-end QA and moderation programs supporting TikTok Shop and LLM-based enforcement systems, driving improvements in quality, speed, and policy compliance.

• Managed and developed a team of 4 analysts, implementing structured coaching and calibration systems to improve performance consistency.
• Directed global vendor operations, aligning international teams on QA standards, workflows, and performance expectations.
• Increased workflow efficiency by 9% and reduced late-stage reversals by redesigning QA checkpoints and escalation frameworks.
• Partnered with AI engineering teams to improve LLM-policy alignment accuracy by 12% through prompt validation and evaluation frameworks.
• Conducted root-cause analysis on moderation decisions to identify systemic issues across AI and human review layers.
• Reduced seller violation rates by 25% by designing and delivering targeted policy education programs to 200+ sellers.
• Translated ambiguous policy guidelines into scalable QA frameworks, improving enforcement consistency and model precision.
• Maintained a 99% QA pass rate during rapid policy rollouts by implementing real-time training and feedback mechanisms.
• Built dashboards and predictive reports to inform leadership on quality trends, operational risks, and performance gaps.
• Led cross-functional initiatives across operations, product, and governance teams to ensure compliance with EU Digital Services Act requirements.

Trust & Safety Team Manager at Accenture (Meta Project) (2022-01 – 2023-12)

Managed high-risk Trust & Safety operations, leading a team of 15–20 reviewers while consistently achieving SLA and quality targets.

• Oversaw large-scale moderation workflows processing 8,000+ cases daily with 100% SLA adherence.
• Designed policy decision frameworks that reduced escalation rates by 18% and improved first-pass accuracy to 99%.
• Scaled Arabic-language moderation operations from 6 to 40 reviewers, enabling business continuity and contract renewal.
• Maintained platform integrity while processing 20,000+ sensitive reports with only 2% escalation rate.
• Reduced error rates by 40% and improved handling time by 20% through QA audit programs and peer review systems.
• Translated operational data into strategic improvements through weekly and quarterly business reviews.

Senior Subject Matter Expert at Accenture (Meta Project) (2021-01 – 2021-12)

Advanced operations role supporting moderation quality, training, and policy governance.

• Led a team of SMEs to resolve complex policy enforcement scenarios and support high-risk moderation decisions.
• Improved team efficiency by reducing handling time by 20% while maintaining 99% QA accuracy.
• Developed knowledge systems and training frameworks used by 100+ reviewers to standardize decision-making.
• Delivered targeted training to reduce escalation dependency in ambiguous policy areas.
• Partnered with HR and training teams to improve onboarding and capability development programs.

Platform Quality Assurance Specialist at Accenture (Meta Project) (2021-01 – 2021-12)

Quality assurance role focused on platform integrity and reviewer accuracy.

• Designed and delivered training programs to improve moderator accuracy and policy adherence.
• Developed documentation and workflow playbooks to standardize QA processes and reduce errors.
• Analyzed QA trends and led calibration sessions to improve evaluation consistency.
• Built scoring frameworks to enhance enforcement quality and user safety outcomes.

Content Moderator Analyst at Accenture (Meta Project) (2019-01 – 2021-12)

Frontline moderation role supporting platform safety and policy enforcement.

• Executed high-volume moderation workflows while maintaining 100% SLA compliance.
• Identified emerging abuse patterns to support automation and policy improvements.
• Reduced onboarding ramp time by 2 weeks through training and mentorship of new analysts.
• Improved team performance through structured coaching for underperforming reviewers.

Technical Support & Loss Prevention at Marriott (2017-01 – 2019-12)

Associate of Applied Science (AAS) in Cybersecurity – Austin Community College (2019-01 – 2022-12)