Policy Specialist - Program Management Contractor

Position Overview

This position is a fully remote contract role based in Ireland for a Program Management Contractor within the Trust & Safety Policy (TSP) team. The selected candidate will support the team's effectiveness through various key initiatives such as facilitating the quarterly OKR process, consolidating tool requirements, implementing AI solutions, enhancing analytics dashboards, and improving global transparency reporting.

Key Responsibilities

• Act as the primary contact for Trust & Safety Policy operational teams to gather detailed requirements by translating complex operational challenges—such as data logging issues, triage processes, and tooling gaps—into well-defined user stories, functional specifications, and technical documentation.
• Collaborate with team members to identify and deploy suitable AI-driven opportunities to streamline processes, including minimizing manual case triage workload, filtering irrelevant tickets, creating AI recommendations for actions, and transforming help desks into AI agents.
• Work alongside internal stakeholders to enhance metrics and analytics dashboards that support international scaling and operational efficiency, ensuring access to accurate data for detailed reporting on handling times and enforcement accuracy.
• Maintain and evolve a prioritized roadmap and backlog of tooling and product enhancements, clearly communicating the rationale behind priorities to cross-functional teams.

Qualifications and Experience

• Minimum of 3 years’ experience in program management within a technology or legal environment.
• Bachelor’s degree or equivalent education or certifications in project management.
• Proven ability to convert operational challenges into actionable user stories and communicate requirements effectively with product and engineering teams.
• Competence with data analysis, dashboard creation, and technical requirement management.
• Strong collaboration skills for working with peers and cross-functional partners to implement strategic projects.
• Capability to design impactful AI solutions that improve workflows and reduce manual tasks beyond basic AI prompting.
• Familiarity with tools such as JIRA, Zendesk, and Confluence to boost team efficiency.
• Excellent organizational aptitude and keen attention to detail.
• Strong written and verbal communication abilities.
• Alignment with the mission to foster community and belonging worldwide.
• Bonus Skills: Experience with Data Studio (Looker Studio), Hex, SQL, and other data analytics or technical tools.

Additional Preferred Qualifications

• Background in scaling workflows influenced by AI/ML automation and intelligent routing.
• Experience measuring operational efficiency parameters such as Average Handle Time, throughput, or tracking false positives/negatives.