Policy Manager

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. What does a Policy Manager really do? As a Policy Manager, you will act as the vanguard to client policies. You will liaise directly with the clients to discuss policy changes and ensure that changes are reasonable and appropriate. As one of the leaders, you will also make sure these are properly implemented, reviewed, and monitored - to guarantee full compliance according to the terms and agreements of our SOW with Client(s). As a Policy Manager, you will; Quality thought leader tasked with implementing a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs Passionately tell the story of why quality matters, build consensus and inspire others to move fast on fixing problems Effectively manage and mentor a team responsible for diverse workflows, quality channels, and global stakeholders Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis Assess and prioritize the top quality issues affecting the teams in your office across all decision making channels Quantify business cases and drive cross-functional partners to change our systems, processes, and policies to achieve better outcomes Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across the company to understand what happened and why Next Generation Customer Experience As the company’s products and communities change and grow, stay connected with how our support ecosystem is evolving and help head off quality issues before they begin Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent Qualifications Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams 3+ years of demonstrated management ability across diverse functions (direct reports, cross‑functional relationships, 3rd party vendors, etc.) Proven track record of collaborating with cross‑functional groups to produce results Demonstrated ability to perform well in a rapidly changing and extremely global team Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus Excellent communication skills Strong critical thinking and exceptional problem‑solving skills Proven track record of breaking down a complex process and identifying key pain points in order to deliver business improvements at the regional or global level Passion for our mission of ensuring a world‑class support experience for our community Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs. DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know. We invite you to explore all TaskUs career opportunities and apply through the provided #J-18808-Ljbffr