Job Description

The Policy Operations team is charged with ensuring a quality and safe user experience with ads, protecting the company from legal and reputational risk, and removing roadblocks for compliant advertisers to transact freely on the platform. We do this by implementing scalable and effective policy enforcement solutions.

As an Associate Program Manager focused on workforce management, you are responsible for ensuring our team is operating optimally. You will oversee the measurement and reporting of our vendor partner and internal support team’s quality and productivity, ensuring we’re hitting KPIs and addressing any gaps. You will operate as a driver, tester, and advocate for internal tooling that improves efficiency, accuracy, or user experience, and you will always have a pulse on team capacity. 

You must be a natural collaborator, an expert in your domain, and someone who is passionate about helping others improve. Finally, you must love the details, and digging deep to extract insights that can drive improvements across the team and operation. 

WHAT YOU’LL DO 

• Design, implement, and maintain quality assurance and productivity measurement and reporting across our core operations

• Collaborate with the internal vendor management team to establish and track KPIs with our vendor partners

• Manage strong, supportive stakeholder relationships with our vendor partners, their trainers, and leadership team

• Pioneer initiatives that support agent or specialist improvement and empowerment, optimizing our frontline operations

• Build and implement coverage strategies for a 24x7 team

• Support our team by identifying gaps in knowledge, productivity, or coverage, and surfacing them to the appropriate people for resolution

• Become a subject matter expert on processes and tools across the team, getting into the weeds yourself to understand the nuts and bolts so you can advocate for enhancements

• Partner closely with Systems & Tools, Engineering, Product, & Design to identify technical solutions and tools that will drive measurable results in productivity and user experience

• Conduct regular analyses that offer insights into the team’s staffing strategy and identify opportunities to optimize it

Qualifications

• 3-4+ years experience in digital operations, vendor management, or as a business analyst

• Highly analytical and capable of using data to make decisions 

• Confidence navigating systems, tools, and technical documentation 

• Ability to work productively in a fast moving, cross-functional, and at times ambiguous environment

• Extremely detail-oriented with an ability and affinity for process creation 

• Autonomous, focused, curious, and proactive 

• Not afraid to roll up your sleeves to get the job done!

Additional Information

A few other things we value:

• Challenge - We solve some of the industry’s hardest problems. Come to be challenged, learn, and thrive as an engineer.

• Diversity - Diversity makes us a better organization and team. We value diverse backgrounds, ideas, and experiences. 

• Work, Life, Balance - We work hard, but we believe with hard work should come balance.