This is a contract role ending in September 2026.
Responsibilities
- Develop a deep understanding of issues faced by partners and communities, and their impact on user experience.
- Act as a subject matter expert in policy and civic workflows across multiple support disciplines to effectively advocate for operational excellence.
- Identify opportunities for improvement and use data-driven insights to influence product, process, or policy changes, including leading or contributing to improvement projects.
- Proactively investigate, troubleshoot, and resolve sensitive escalations.
- Manage support queues by responding to and resolving cases and escalations with speed, empathy, and accuracy.
- Collaborate with vendors to assess the impact of policy changes, identify gaps in policies, processes, and tools, and implement effective remediation plans.
- Partner with internal and external stakeholders to share feedback, track outcomes, and continuously improve processes.
- Build strong cross-functional partnerships across policy, legal, engineering, data science, product management, and operational teams to deliver optimal solutions.
- Serve as the APAC subject matter expert for Policy and Civic Regional Strategy.
Requirements:
- 5+ years of project/program management or online operations experience in technology, policy, government, or civic spaces.
- Demonstrated success leading large-scale, cross-functional initiatives.
- Deep understanding of policy, regulatory, and civic engagement in operations environments.
- Strong problem-solving and critical-thinking abilities, with the ability to navigate ambiguity and drive measurable outcomes.
