Policy Operations Specialist

  • location: Mountain View, CA
  • type: Contract
  • salary: $43.33 per hour
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job description

Policy Operations Specialist

job summary:
Position Description

The AV team is looking for a policy operations specialist to contribute to core AV operations, including efforts to transition key elements of the existing workflow to a scaled vendor team. The specialist will also help shape policy evolution and participate in the expansion of the program internationally.

The policy operations specialist will be responsible for managing day-to-day verification queues with SLAs, communications with advertisers regarding their applications, managing the pipeline of work to the scaled vendor team, and for contributing to policy development, enforcement, and expansion discussions.

About the product: Local Services by Client is an ads product that helps match and connect consumers with home service professionals like locksmiths, plumbers, house cleaners and handymen. Consumers can search among the qualified, background-checked professionals on our platform, and find profile info, ratings and reviews for each.

The Advanced Verification ("AV") team charter is to verify advertisers in key business verticals prior to allowing their ads to serve, which is achieved through an application process and subsequent evaluation of provider trust signals.

Top 3 Daily Responsibilities:

Maintaining SLAs on key policy workstreams, including e.g. applications processing

Coordinating with vendor ops teams to deliver timely results for pending applications

Making final policy determinations for providers applying for verification

Overall Responsibilities:

Day-to-day management of the AV workflow queues (applications, appeals, video reviews, business reviews, etc.)

Processing provider appeals and policy escalations

Attending vendor calibration meetings re: vendor SLA and QA reporting

Managing AV email cases queues, ensuring timely responses to all applying provider inquiries

Cross-functional alignment with other internal ops teams to manage questions and escalations regarding AV process

Participation in planning sessions for the evolution of the program

 
location: Mountain View, California
job type: Contract
work hours: 8 to 5
education: Bachelor's degree
experience: 2 Years
 
responsibilities:
Top 3 Daily Responsibilities:

Maintaining SLAs on key policy workstreams, including e.g. applications processing

Coordinating with vendor ops teams to deliver timely results for pending applications

Making final policy determinations for providers applying for verification

Overall Responsibilities:

Day-to-day management of the AV workflow queues (applications, appeals, video reviews, business reviews, etc.)

Processing provider appeals and policy escalations

Attending vendor calibration meetings re: vendor SLA and QA reporting

Managing AV email cases queues, ensuring timely responses to all applying provider inquiries

Cross-functional alignment with other internal ops teams to manage questions and escalations regarding AV process

Participation in planning sessions for the evolution of the program

 
qualifications:
Mandatory

    BA/BS degree in Business or Business management, or 2+ years equivalent experience (Alternate: 2+ years equivalent experience in a Policy Enforcement role, Business Integrity role, or similar) (Alternate: 2+ years in a Policy Enforcement role) Minimum 2 years of experience using a spreadsheet program to generate reports Experience creating reports and analysis to be shared at the team and leadership levels Ability to handle and prioritize multiple tasks Excellent organizational and analytical skills Excellent oral/written communication and interpersonal skills
Desired

    Minimum 2 years of experience in a PjM role. Experience within a high-tech company Experience with policy enforcement work, risk detection, business integrity, or similar Experience with reporting and analytics, e.g. SQL, advanced Excel or Google Sheets Entrepreneurial spirit and comfort navigating changing environments
 
skills: Customer Relationship Management
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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