Policy Manager, Consults and Escalations

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Lead complex escalations and issues to a resolution.

• Provide guidance to operations teams on situations involving policy gaps and develop principled solutions.

• Collaborate with Global Operations, Supply, Public Policy, Legal, Product, Trust and Safety, Communications, and Partnerships.

• Develop AI-assisted detection for recurring policy inquiries and ambiguous areas.

• Analyze, combine, and visualize operational data to assess policy effectiveness.

• Rigorously evaluate policy improvement suggestions prior to leadership review.

• Create and implement workflows that minimize unnecessary consultations and reduce handling time.

• Assess workflow enhancements.

• Utilize final judgment on unclear, high-stakes escalations.

• Clearly document rationale for Legal, Operations, and executives.

• Offer policy analysis and enforcement recommendations.

• Review and enhance policies for emerging challenges.

• Convert insights from individual cases into policy recommendations and adjustments.

• Identify escalation trends using expertise in case handling, AI, and data tools.

• Assist leaders in recognizing recurring issues and potential improvements.

⛳️ Requirements

• Over 6 years of experience in Operations, Policy, Legal, or Trust and Safety roles.

• Proven track record of strong leadership in managing issues and escalations.

• Demonstrated ability in critical thinking, research, and analysis with great attention to detail.

• Outstanding writing and presentation skills to clarify and simplify complex information for others.

• Sound business judgment, strategic thinking, and the ability to perform effectively under pressure.

• Experience in a matrix environment, driving solutions to intricate problems through cross-functional collaboration.

• Proficient in data analysis and demonstrated experience using AI tools to enhance operations, with the discipline to validate outputs and the discernment to know what should not be delegated to a model.

• Experience collaborating closely with operations teams, particularly within the Trust and Safety domain.

• Experience in developing or piloting AI/LLM-assisted workflows in operations, policy, or compliance.

• Familiarity with quality measurement or QA frameworks for frontline teams.

🏝️ Benefits

• Remote workplace type.

• Reasonable accommodations throughout the recruitment process for applicants with disabilities.