Trust & Safety Policy Program Manager

• Detailed requirements gathering: Act as the primary liaison to Trust & Safety Policy operational teams. Turn complex operational issues (e.g., data logging issues, triage/handoff processes, tooling feature gaps) into granular, structured, and buildable user stories, functional requirements, and technical specifications.

• Drive AI initiatives: Work closely with TSP teammates to identify  manageable opportunities where AI can be leveraged to optimize existing processes. Areas include reducing the human burden of case triage, deflecting tickets that shouldn’t be submitted to Trust & Safety Policy, creating AI “signposting” to recommend high confidence actions, converting manual help desks into functional AI agents, etc.

• Data and Analytics: Partner with internal stakeholders on improved metrics and analytics dashboards supporting international scaling & efficiency efforts. Ensure that foundational data is available for us to do detailed operational reporting on areas like handling time and enforcement accuracy

• Transparency Reporting: Enhance clent's transparency reporting program, both client's Transparency Report as well as others like the Digital Services Act (DSA) Transparency Report, through strategic improvements.

• Enhance the tooling pipeline: Establish, maintain, and continuously refine a prioritized roadmap and backlog of tooling and product improvements. Communicate the "why" behind priorities to cross-functional stakeholders.

• 3+ years of relevant program management in a technology company or in a legal organization

• Experience translating operational pain points into user stories. Ability to effectively communicate these requirements to product and engineering stakeholders.

• Comfort with analyzing and organizing data, creating dashboards, and dealing with technical requirements 

• Effective collaborator with peers and cross-functional stakeholders to implement strategic initiatives

• Ability to go beyond basic AI prompting and create impactful AI solutions to improve existing workflows and reduce manual processes

• Familiarity with JIRA, Zendesk, Confluence and other team effectiveness platforms

• Superior organizational skills and attention to detail

• Strong written and verbal communication skills

• Connection to our mission of bringing community and belonging to everyone in the world

• Bonus: Data Studio (formerly Looker Studio), Hex, SQL, and/or other data analytics and technical experience