Jason Owens

Leadership and Team Management:

• Successfully lead a team of over 30 Trust & Safety professionals at Booking.com.
• Entrusted with comprehensive management of Content Policies, Operations, Vendor Relationships, Legal Content Moderation Policies, Product Policies, and Tooling.

Key Achievements:

• Spearheaded strategic collaboration with cross-functional teams, ensuring a holistic approach to content moderation and integrity.
• Skillfully managed vendor relationships, optimizing content moderation processes for enhanced efficiency.

Responsibilities:

• Conducted comprehensive content audits to promptly address potential issues.
• Implemented and enforced policies aligning with industry standards and Booking.com's commitment to online trust and safety.
• Successfully implemented advanced systems, significantly improving content moderation processes' efficiency and accuracy.
• Proactively reduced non-compliant content, fostering a diverse yet compliant content ecosystem.

Team Leadership:

• Fostered problem-solving and decision-making skills within the team, enhancing our capacity to tackle content-related challenges swiftly and effectively.
• Utilized data analytics and user feedback to refine operational processes continuously, driving improvements in content quality and user satisfaction.

Cultural Focus:

• Focused on fostering a culture of excellence and integrity within the team, resulting in high performance, superior content quality, and elevated customer satisfaction.

Sales Training and Mentorship:

• Responsible for all sales employees from their first day at TQL until they have reached one year in Sales.
• Coach, facilitate, and mentor employees through the sales process using various teaching methods.
• Mentor on-boarding trainers and trainers with less than one year of tenure to reach level two status.

Key Responsibilities:

• Travel to satellite offices or host on-boarding trainers monthly to mentor their facilitation and coaching skills.
• Utilize the BEARS coaching method to enhance employee performance.
• Develop leadership from the sales floor, including Captain positions, Saturday Group Leaders, Sales Team Leaders, Branch Team Leaders, and Group Sales Managers.
• Contribute to the creation of new coaching and facilitation materials for company-wide rollout.
• Organize competitions for the sales floor and training team.
• Collaborate with Training Department Leadership in the development of other trainers.

Committee Involvement:

• Member of the Seminar Review Committee to ensure relevance, up-to-date, and effective training material.
• Member of the Mentorship Committee to assist new trainers.
• Member of the New Office Opening Committee, ensuring smooth and seamless office openings by instilling TQL values and processes from the start.