Amanda Huynh

• Own end-to-end BPO lifecycle management for Trust & Safety operations, including vendor onboarding/offboarding, access governance, audits, invoicing, and incident response across a 5,000+ agent global workforce supporting UGC-related customer support and moderation.
• Established governance standards through audit frameworks, identity and access controls, wellness requirements, and vendor compliance programs.
• Built zero-to-one programs including BPO Agent Wellness, Business Continuity Planning (BCP), and quarterly vendor attestations.
• Led migration of a 10-year legacy roster into Airtable, creating a single system of record for IAM, audits, invoicing, and vendor governance.
• Authored and own the BPO IAM Birthright RoleSets Policy, enabling Okta-provisioned least-privilege access across ~4,100 agents.
• Served as on-call Trust & Safety Incident Manager, acting as liaison with Legal, PR, Policy, Privacy, GRC, and Executive Leadership on high-risk escalations and insider investigations.
• Built playbooks and governance frameworks for onboarding/offboarding, access management, audit readiness, invoicing controls, and incident response.
• Managed and developed a distributed team (1 FTE, 5 BPO contractors).

Selected Impact:

• Reduced access and insider risk by locking down ~4,100 agents under birthright IAM.
• Improved compliance to ~85% within one year through audit and remediation frameworks.
• Strengthened workforce sustainability via standardized wellness and burnout-prevention programs.

• Led enterprise risk assessments and internal control reviews across complex, global operations, partnering cross-functionally to identify control gaps and drive remediation.
• Advised senior leaders on risk exposure, compliance obligations, and control effectiveness across regulated and operational environments.
• Owned audit methodology, quality review, and documentation standards, strengthening governance, consistency, and audit readiness across teams.

• Executed risk-based audits across digital, media, and consumer-facing operations, assessing data privacy, anti-corruption, physical security, legal operations, customer service, social media, and regulatory compliance.
• Performed in-depth process analysis and control testing across Customer Service Operations, Social Media, Advertising Sales Ops, Contract Management, Revenue, Expenses, and Brand & Licensing.
• Evaluated operations against SOX, US GAAP, internal policies, and legal/regulatory requirements, identifying control gaps and recommending remediation.
• Led documentation of complex business processes through narratives and flowcharts; managed junior staff workload to improve audit quality and efficiency.

• Executed audits for large, complex clients, assessing financial, operational, and IT controls in high-risk and regulated environments within TMT (Technology, Media, Telecommunications) Industries.
• Evaluated control design and operating effectiveness, identifying risk gaps and supporting remediation related to compliance, data integrity, and operational governance.
• Collaborated with client stakeholders to document processes, analyze risk, and improve internal controls across cross-functional business operations.