Policy Manager, Consults and Escalations
Core
Resolve complex user escalations and consults, provide policy analysis and enforcement recommendations, and drive global policy improvements using data and AI tools.
Role type
Senior IC policy manager (escalations & consults)
Builds
Policy enforcement guides, automated detection workflows, and data-driven policy insights
Domain
Marketplace operations, Trust & Safety, Policy
Required skills
policy analysis, escalation resolution, cross-functional collaboration, critical thinking, data analysis, AI tooling, strategic thinking, complex problem solving, stakeholder management, documentation
Preferred skills
Trust & Safety experience, AI/LLM workflow piloting, quality measurement frameworks
Technologies
AI tools, LLMs, data query tools, visualization tools
Responsibilities
Drive complicated escalations to resolution, advise operations on policy gaps, build AI-assisted detection for repeat issues, query and visualize operational data, design workflows to reduce consult volume, exercise final judgment on high-exposure escalations
Seniority
Senior, hands-on IC