Policy Specialist - Trust and Safety-Los Angeles

Responsibilities
- Design user and creator centric policies and workflow guidelines
- Develop, launch and measure Standard Operations Processes (SOPs) that improve user and creator platform experience
- Drive transformational projects and programs focusing on knowledge management and operational improvements
- Monitor trends and stay up to date on key policy updates and relevant regulations and embed these into the SOP and workflow designs to mitigate risk
- Partner with senior cross-functional leaders to build industry-leading customer support capability, identifying most impactful tooling and automation requirements

Qualifications

Minimum qualifications
- Bachelor's degree in Business, Economics, or related field and/or equivalent practical experience
- 5+ years experience in customer service and support role
- Direct and proven experience in project/program management, process optimisation and operations management

Preferred qualifications:
- Experience in developing customer-focused policies and solutions in a fast paced tech organization
- Experience in influencing customer support operations with a focus on safety, process and system improvement
- Experience in senior stakeholder management, influencing across all levels and cultures to get the required results
- Experience in managing CSAT and service-level agreements (SLAs), inclusive of quality and handling time
- Experience working within policy and regulatory domain
- Ability to work both independently and as part of complex matrix organisation (eg Product, Engineering, Legal)
- Strong prioritization and ability to deliver within tight deadlines
- Exemplary written and verbal communications skills

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $68640 - $135111 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.