Global Operational Guidelines & Standards (OGS) Lead (Live & Monetization), Trust & Safety

Responsibilities

The Operational Guidelines & Standards department acts as the critical bridge between Policy and frontline operations, ensuring that complex safety policies are translated into actionable, scalable, and globally consistent workflows.

Responsibilities
- Global Team Leadership: Lead, mentor, and manage a globally distributed team of OGS Managers and Specialists, driving their professional development and ensuring operational excellence across all regions.
- Strategic Problem Solving & Framework Design: Navigate ambiguity in a highly complex and fast-paced environment to architect best-in-class operational frameworks and knowledge management systems that are seamlessly applied by global operations teams.
- Cross-Functional Alignment: Act as the primary strategic point of contact for leadership stakeholders across Policy, Product, Quality, and Operations to align frontline operational execution with high-level policy intent.

Qualifications

Minimum Qualifications
- Global Team Leadership & Cross-Functional Leadership: Proven experience in managing, mentoring, and developing a global team of managers and specialists in a fast-paced operational or policy environment. Strong stakeholder management skills to foster alignment with leaders across Policy, Product, Quality, and Regional Ops teams, bridging the gap between intent and execution.
- Strategic Policy Translation & Synthesis: Ability to oversee the interpretation of complex policies and guide the team in distilling them into clear, scalable operational workflows for BPOs. Comprehensive written and verbal communication skillset.
- Systematic Thinking & Framework Design: Advanced skills in designing and overseeing knowledge management systems (KMS) and SOPs, establishing clear version control and operational frameworks (ex. Training materials).
- AI Strategy & Innovation: Ability to leverage AI capabilities strategically for policy translation, documentation optimization, and structural improvements at a global scale.
- Advanced Analytics & Data-Driven Strategy: Expertise in guiding teams to analyze complex quality metrics, escalations, and user appeal data to drive strategic improvements in global guidelines and decision consistency.
- Executive Communication & Reporting: Exceptional ability to communicate complex operational concepts with clarity, tailoring messaging to leaders and frontline teams alike. Anticipates misalignment and proactively addresses gaps through structured, transparent communication.