Platform Optimization Specialist
1 day ago
We are seeking a professional to oversee Trust and Safety initiatives, leveraging data analysis and AI-driven solutions to enhance user experience and internal operations.
About the Role- This position is responsible for developing and implementing policies and processes that promote safety, quality, and efficiency across our platform.
- Promote safety by driving initiatives and utilizing AI to improve Trust and Safety programs and operations:
- Plan and prioritize tasks considering dependencies and deliverables.
- Utilize data to inform decisions, devise strategies, and mitigate risks.
- Optimize processes, create new policies, and cascade changes.
- Build expertise in assigned areas.
- Identify gaps, redundancies, pain points, etc. and take responsibility.
- Uncover root causes and implement solutions with minimal guidance.
- Follow-through on plans while communicating with stakeholders from all levels and departments and hold contributors accountable.
- Adapt to unforeseen circumstances and drive results despite obstacles.
- Maintain and update significant Trust and Safety programs like the Guarantee , the Solution Center, the Non-Discrimination Policy , Data Privacy compliance, Dispute Mediation, Anomaly Detection, Terms of Service enforcement, Payments Risk, etc.
- Collaborate with Operations, Internal Tools, Legal, Enablement, Product, Engineering, Sales, Marketing, etc. as needed to align on the Trust and Safety vision, requirements, and enforcement strategies:
- Become a subject matter expert on global Trust and Safety policies and take ownership for finding solutions with relevant parties.
- Draft standard operating procedures (between 10 to 50 pages), regularly write project charters, utilize frameworks, create roadmaps, etc.
- Investigate problem areas and present recommendations for future-state workflows that integrate policy, process, and automation.
- Manage stakeholders with clear, direct, detailed, organized, adaptable, and persuasive communication (verbal and written).
- 2+ years in program management, policy or process management, and can lead complex projects to successful outcomes (impacting ≅10 to 50+ people).
- Track record of problem-solving skills and analytical decision-making, which includes executing/driving solutions forward yourself.
- Strong communicator with the ability to explain your findings and recommendations to various stakeholders and audiences.
- Can quickly build expertise, absorb details, and adapt to shifting priorities.
- Excellent communication, collaboration, facilitation, and interpersonal skills - responds to new/complex situations with curiosity, creativity, and empathy.
- Familiarity with AI- or automation-enhanced T&S or Service environments (e.g. bots, agent assist, self-serve, and a vision for their transformative potential)
- Experience in Trust and Safety, risk mitigation, dispute resolution, incident management, content moderation
- Lean/Six Sigma or other Project Management Professional Certification
We value diversity and equality.
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