Trust & Safety Policy

Trust & Safety Policy (Community Operations)

6-months Contract | Remote – Ireland

About the Role

We are seeking a technically minded, analytical Program Manager to help improve Trust & Safety Policy operations through AI quality evaluation, workflow optimisation, tooling enhancements and data-driven reporting.

This role sits at the intersection of Trust & Safety operations, AI quality and technical program management. You will work with Policy, Product, Engineering, Data Science and Operations teams to identify operational challenges, investigate root causes, translate business needs into technical requirements and drive practical improvements to internal tools and workflows.

The ideal candidate combines relevant Trust & Safety or policy operations experience with hands-on AI evaluation, strong analytical skills and the ability to deliver cross-functional technical initiatives.

Key Responsibilities

• Partner with Trust & Safety and Policy teams to identify recurring operational issues, policy ambiguities, enforcement inconsistencies and quality gaps.
• Conduct root-cause analysis to identify problems across policies, processes, tooling and AI-assisted workflows.
• Evaluate AI-generated outputs against defined quality, safety and policy criteria, identifying recurring failures, edge cases and opportunities for improvement.
• Translate operational challenges into clear business requirements, user stories, acceptance criteria and actionable technical work items.
• Collaborate with Product, Engineering and Data Science teams to improve internal tools, AI workflows, automation and operational processes.
• Manage priorities, backlogs, milestones, dependencies, risks and deliverables across cross-functional initiatives.
• Develop or enhance dashboards and reports to monitor quality, operational performance, risks and improvement outcomes.
• Synthesise complex information into clear documentation, stakeholder updates and actionable recommendations.
• Track corrective actions and measure the effectiveness of implemented improvements.

Required Skills & Experience

• Experience in technical program management, product operations, operational excellence or process improvement within a technology-driven environment.
• Relevant experience in Trust & Safety, content policy operations, platform integrity, online safety or similar policy-driven environments.
• Hands-on experience with AI/LLM output evaluation, quality assurance, failure-pattern analysis or improving AI-enabled workflows.
• Experience translating business or operational needs into functional requirements, user stories, acceptance criteria or tooling enhancements.
• Strong analytical skills, including root-cause analysis, performance measurement and data-driven problem-solving.
• Experience coordinating cross-functional initiatives with technical and non-technical stakeholders.
• Ability to turn ambiguous problems into structured requirements, prioritised actions and measurable improvements.
• Strong written communication, documentation and stakeholder-management skills.

Preferred Qualifications

• Experience working with Product, Engineering, Data Science or machine-learning teams.
• Familiarity with AI evaluation frameworks, quality rubrics, human-in-the-loop workflows, benchmark datasets or model failure analysis.
• Experience with Jira, Confluence, Zendesk, ServiceNow or similar workflow and program-management tools.
• Knowledge of SQL and reporting tools such as Looker, Looker Studio, Power BI or Tableau.
• Experience with workflow automation, operational dashboards, responsible AI or regulatory and transparency reporting.

Ideal Candidate

You understand Trust & Safety operations and can connect policy or quality issues to practical technical solutions. You can analyse recurring problems, evaluate AI output quality, define clear requirements, collaborate with technical teams and drive measurable improvements to tools, workflows and reporting.

This is a hands-on program delivery role, rather than a people-management position, a purely strategic policy role or a queue-based content moderation role.

Candidates should demonstrate a combination of Trust & Safety knowledge, AI quality evaluation and technical program delivery.