Head of Policy Planning, Training & Infrastructure - Trust and Safety
Responsibilities
About the team
T&S Policy succeeds when strategy, people, and systems work as one. The Policy Planning, Training & Infrastructure (PTI) function is the engine that turns policy strategy into reliable, repeatable outcomes: it sets policy priorities, builds the learning and change programs that embed those priorities across the org, and delivers the infrastructure and tooling that make policy work fast, consistent, and measurable.
About the role
As Head of PTI you will lead that engine. You will own the vision and operating model for planning, training, and infrastructure across T&S Policy, and you will build the teams, partnerships, and metrics that let Policy move with clarity, speed, and scale.
You will lead a cross-functional organization made up of Planning, Training, and Infrastructure subteams. In this role you will:
- Set the north star and operating model for PTI, aligning planning, training, and infrastructure to Policy strategy and enterprise risk priorities.
- Own strategic planning for T&S Policy, including annual and quarterly roadmaps, portfolio prioritization, capacity planning, and cross-LOB coordination, so the right work gets done at the right time.
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- Design and run learning and enablement at scale: curriculum strategy, certification programs, role-based training, and measurement frameworks that raise policy quality and reduce leakage and over-enforcement.
- Drive the policy infrastructure strategy and roadmap, ensuring tooling, platforms, and AI integrations support the end-to-end policy lifecycle - development, testing, training, deployment, and enforcement.
- Lead program management and change management for major policy launches and platform migrations, ensuring adoption, governance, and measurable impact.
- Build and own PTI metrics and business cadence: north-star KPIs (e.g., time-to-deploy, training coverage and proficiency, tool adoption), dashboards, and executive reporting.
- Partner closely with Policy leadership, Product, and Data Science to align priorities, resolve cross-functional dependencies, and mobilize resources.
- Hire, coach, and develop managers across Planning, Training, and Infrastructure.
- Serve as a visible thought partner and advocate for AI-first, data-driven approaches to policy operations; represent PTI in executive forums and influence strategic decisions.
- Ensure global readiness and localization by embedding regional inputs, timelines, and compliance requirements into planning, training, and tooling.
Qualifications
Minimum Qualifications
- 5+ years of experience leading complex, cross-functional programs or teams, with 5+ years of leadership responsibility (e.g., Head of Function, Senior Director, or similar).
- Deep experience partnering with Product, Engineering, Data Science, and Operations to deliver integrated solutions; comfortable translating strategy into technical and operational requirements.
- Demonstrated success in designing and running large-scale learning programs and adoption campaigns, with measurable improvements in proficiency and operational outcomes.
Strong strategic judgment and operational rigor: able to prioritize a portfolio of high-stakes initiatives, set clear OKRs, and drive reliable delivery.
- Experience with policy tooling or comparable workflow platforms (PMS, Opus, Juren, or similar) and practical understanding of integrating AI/automation into workflows.
- Data-driven and people-focused leader with a strong ability to define and track meaningful metrics, run experiments, and iterate quickly. Demonstrates comfort operating in ambiguous, high-impact environments while balancing speed, quality, and risk, and brings proven experience in hiring, developing, and retaining talent through inclusive leadership and clear career paths.
- Proven track record of building and scaling multidisciplinary teams (planning, program management, learning/enablement, infrastructure/platforms) while demonstrating excellent stakeholder management and executive communication skills effectively influencing senior leaders and aligning diverse global teams in fast-moving tech or policy environments.
Preferred Qualifications
- Prior experience in Trust & Safety, content policy, or regulatory policy in a global tech company.
- Experience leading digital transformation or tooling modernization programs that delivered measurable quality and efficiency gains.
- Demonstrated success embedding ML/LLM solutions into operational workflows.
- Worked extensively with global/regional stakeholders and can navigate localization, regulatory nuance, and diversed teams.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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