Platform Operations Specialist - Systems Infrastructure and Excellence - T&S

Responsibilities

About the Team
The Systems Infrastructure and Excellence (SIE) team plays a critical role in enhancing the operational capabilities and infrastructure of the Trust & Safety (T&S) organization. We focus on optimizing and automating workflows for T&S systems to reduce operational costs and drive process excellence through strategic roadmapping and business prioritization.

Our core functions include building robust tooling governance that aligns with compliance requirements and removing tooling fragmentation to create a more cohesive environment. We also empower moderation efficiency and quality with AI applications and collaborate with Operations, Engineering and Product teams to deliver user-centric solutions. Additionally, we build common frameworks to integrate both human and machine moderation and deliver advanced business analytics to provide actionable insights.

Responsibilities:
- User and Business Insight: Deeply understand business requirements by analyzing user feedback, conducting user research, and leveraging data to identify pain points and user needs.
- Data Strategy: Define and manage the data index system, identify key metrics, and drive data infrastructure improvements to support business optimization.
- Product Implementation: Translate business requirements into clear product documentation (MRD/BRD), develop platform and tool-based solutions, and coordinate with R&D teams to ensure successful implementation.
- Project Management: Proactively track and manage the progress of platform requirements, from testing and verification to launch and promotion with the business, to ensure timely and high-quality delivery.
- User Enablement: Create and maintain platform operation documents, lead training sessions, and promote new features to boost user adoption and product understanding.
- Process Optimization: Continuously identify and improve and automate operational processes to enhance efficiency and effectiveness across the product development lifecycle.
- Cross-Functional Collaboration: Serve as the primary liaison for cross-functional teams (including R&D, business, and legal), respond to urgent issues, and coordinate resources to ensure the smooth execution of global projects.

Qualifications

Minimum Qualifications:
- 3+ years in product or project management, with a focus on back-end systems or workflow management.
- Experience/knowledge with AI, LLM, agents and AI infrastructure
- Strong ability to quickly grasp complex business contexts, logic, and system architecture.