About The Position
As an Independent Contractor providing Trust & Safety services, you will play a key role in turning Trust & Safety policy into operational reality by translating policy changes into clear guidance, scalable workflows, and measurable enforcement standards. You will ensure that our policies are consistently understood and applied by closing interpretation gaps, improving enforcement accuracy, and structuring policy for scalable execution.
Requirements
- Ideally 2–3+ years in Trust & Safety, Policy Ops, Quality/Accuracy, or Operational Enablement, or less, but with significant transferable experience
- Experience translating policy into workflows, QA standards, or training materials
- Experience with escalation frameworks, appeals, or complex edge cases preferred
- Strong analytical thinking: pattern detection, ambiguity resolution, structured reasoning
- Excellent written communication: clear, concise, operationally usable documentation (English)
- Comfort with policy interpretation + occasional operational constraints (speed, risk, consistency)
- Tooling comfort: documentation platforms, spreadsheets/dashboards, the more user-friendly the better
- Strong judgment handling sensitive and high-risk content
Nice To Haves
- Experience in stakeholder management would be a plus, as you will liaise with Policy/Ops/Enablement
Responsibilities
- Ensure guidance is structured for frontline use, internal, and outsourced (fast, unambiguous, audit or update-friendly)
- Deliver a monthly policy update brief, translating new or revised policies into clear operational guidance (rules, examples, and edge cases)
- Produce and maintain monthly-updated policy support materials (e.g., FAQs, glossaries, decision trees) reflecting the latest policy changes
- Conduct a quarterly audit of policy documentation and deliver a report with recommendations to improve clarity, usability, and audit readiness
- Maintain high-quality documentation across knowledge platforms (Confluence/Notion)
- Ensure consistency, version control, and traceability across all policy materials
- Structure documentation for ease of use, scalability, and auditability
- Track policy updates and assess operational impact (workflows, macros, QA standards, training)
- Produce change briefs summarising: intent, enforcement expectations, exceptions, and risk areas
- Partner with Enablement to deploy updates through training and hub documentation
- Analyse QA findings, escalations, appeals, and feedback loops to identify policy failure patterns
- Detect ambiguity, inconsistency, and mismatch between policy intent and operational reality
- Recommend targeted fixes (guidance updates, examples, workflow adjustments)
- Structure calibration sessions between Policy, Ops, QA, and Escalations on tricky categories
- Define “golden examples” and case libraries to anchor consistency
- Align on enforcement thresholds, severity, and edge case handling
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
