TaskUs is looking for a Global Policy Lead to work with the Director of Policy on the development, distribution, management, and optimization of policy across our portfolio of Content Moderation clients.
The TaskUs Content Security Practice works closely with the most innovative social platform companies in the world and is dedicated to two things : making the internet a safer place for users, and ensuring the people working on the frontline of content moderation is safe and empowered for success.
Policies, workflows, and enforcement guidelines shift in real-time, reflecting the ever-changing society we live in.
In this role, you will be responsible for bridging the gap between client needs, internal operational challenges, and geopolitical / social forces around Safety-related content.
You need to be able to identify opportunities of work within Content Moderation and consistently provide valuable insight to our clients.
Be the point of contact and SME for anything policy related for a large social media client (80% of time dedicated) :
Ensure a seamless collaboration between Quality, Training, and Policy and identify ways to improve inputs and outputs between those 3 components
Embed with the Operations team, be involved in business reviews, and understand operational challenges
Be the link between the Policy Managers and ensure successful policy and processes initiatives are adopted across the board
Support Policy Managers and Policy SMEs so they successfully reach their goals around :
Coordinating the exchange of Policy-related information from and with the Client and disseminating details across other teams
Engaging with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of Client's policies are being reinforced
Ensuring effective knowledge sharing and sign off / approval processes are in place for Training or Policy between any Vendors and client team
Flagging any resource constraints, policy issues, or inconsistencies in a timely manner; gather insights and offer policy suggestions based on the direct application of the policies
Provide measured and actionable policy feedback to the client
Work with the Policy Director to develop the Safety Policy Development Strategy.
Help build scaled listening capability across a variety of internal and external channels e.g. regulatory bodies, user feedback, operational metrics, employee feedback, competitor analysis, media coverage
Help provide Policy consultancy for some TaskUs clients and prospects
Identify policy and processes enhancement across current practices and LOBs
Serve as the subject-matter expert and advisor for cross-functional stakeholders across the business including Operations, Public Policy, Legal, Communications and Client Services
Manage and improve several Policy areas in order to improve accuracy and close gaps
Conduct root cause analyses and risk investigations to identify an area for improvement
5+ years experience in User Safety Operations, Safety Policy or Trust and Safety environment, preferably with some experience in social media policies
BPO and / or vendor partnership experience is highly preferred.
Policy drafting experience with hands-on experience dealing with online safety issues
Experience tackling ambiguous problems and designing scaled solutions to drive business outcomes.
Experience designing complex Operational workflows and designing an operational project from scratch.
Experience building training content, teaching, and developing online learning resources highly preferred.
Demonstrated capacity for critical thinking, research, and analysis; strong attention to detail.
40% time availability to travel globally.
We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose.
From Digital CX to Content Security, AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners’ interests and supporting their long-term success through innovation and technology -powered by ridiculously smart people.
TaskUs partners with the world’s most innovative and disruptive brands to protect what matters most and to thrive in an ever-changing world.
TaskUs currently has over 23,000 employees around the world with offices across the United States, the Philippines, India, Taiwan, Mexico, Greece, and Ireland.
TaskUs is an equal opportunity employer.