Trust & Safety Policy Program Manager

Trust & Safety Policy Program Manager

Remote - Ireland

6 Months Contract

Description:

About the Role

A leading global technology platform is seeking a Program Management Contractor to join its Trust & Safety Policy team. Reporting to the head of the Program Management function, this role focuses on increasing team effectiveness through key initiatives: quarterly OKR facilitation, tooling consolidation, deployment of in-house AI solutions, improved analytics and metrics dashboards, and enhancement of the global transparency reporting program.

Responsibilities

• Act as primary liaison to Trust & Safety Policy operational teams; translate complex operational issues into granular, structured user stories, functional requirements, and technical specifications
• Identify and deliver AI opportunities to optimise existing processes — reducing case triage burden, deflecting inappropriate tickets, creating AI signposting for high-confidence actions, converting manual help desks into functional AI agents
• Partner with internal stakeholders on improved metrics and analytics dashboards supporting international scaling and efficiency
• Ensure foundational data supports detailed operational reporting on handling time and enforcement accuracy
• Enhance the transparency reporting program, including Digital Services Act (DSA) reporting
• Establish and continuously refine a prioritised roadmap and backlog of tooling and product improvements

Requirements

• 3+ years of relevant program management experience in a technology company or legal organisation
• BA/BS or equivalent education/experience (project management certifications considered)
• Demonstrated experience translating operational pain points into user stories and communicating requirements to product and engineering stakeholders
• Comfort analysing and organising data, creating dashboards, and handling technical requirements
• Ability to go beyond basic AI prompting and create impactful AI solutions that improve workflows
• Familiarity with JIRA, Zendesk, Confluence and similar team effectiveness platforms
• Superior organisational skills, attention to detail, strong written and verbal communication
• Must be based in Ireland with existing EU work authorisation

Preferred

• Data Studio (formerly Looker Studio), Hex, SQL or other analytics experience
• Experience scaling workflows impacted by AI/ML automation and intelligent routing
• Background in operations efficiency measurement (Average Handle Time, throughput, false-positive/negative tracking)
• Familiarity with layered moderation ecosystems and community platform dynamics