Policy Specialist

Location: 100% remote in Ireland

About the Role:

• We are looking for a Program Management Contractor to join our Trust & Safety Policy (TSP) team.
• This new role will report to the head of our TSP Program Management function and focus on increasing team effectiveness through key initiatives including facilitation of our quarterly OKR process, streamlining and consolidating tooling requirements, deploying in-house AI solutions, improving analytics and metrics dashboards, enhancing our global transparency reporting program, and other areas that will help set the team up for sustained success.

What You’ll Do:

• 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
• 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.

What We’re Looking For:

• 3+ years of relevant program management in a technology company or in a legal organization
• BA/BS or equivalent education/experience (e.g., project management certifications)
• 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

Nice-to-Haves

• Experience scaling workflows heavily impacted by AI/ML automation and intelligent routing.
• Background in operations efficiency measurement (e.g., Average Handle Time, throughput, or false-positive/negative tracking).