Introduction to the role:
The Premier Partner Operations team develops solutions for public figures, creators, non-profits and media companies on social media platforms by creating scaled support to address the issues impacting their experiences with the suite of products, Our Premier Partner Support team is responsible for delivering product support to social media platforms Partners.
Premier Partner Support supports public figures and media partners, responsible for managing the support process, quality, reporting, escalations and communication of Policy/Products to a range of stakeholders. Premier Partner Support consists of Project Managers and Operation Specialists.
Our primary problem spaces: Support for Products and Non-fraud Policies.
Our Mission: To provide world-class protection and support to our constituents by leveraging deep insights and automation.
Overview
The Premier Partner Support team is seeking an accomplished Project Manager to lead transformative initiatives supporting policy and civic spaces. This role is critical in delivering world-class support to premier partners, navigating policies, complex global regulatory environments, and advancing the organisation's commitment to premier partner and civic integrity.
RESPONSIBILITIES
- Develop a deep understanding of issues facing our constituents and how it affects the organisation, and our communities
- Become a subject matter expert in policy and civic workflows spanning a variety of Premier Partner Support disciplines to effectively advocate for operational excellence
- Identify areas of opportunity and leverage data and insights to influence change at the product, process or policy level including leading or contributing to projects aimed at making such improvements.
- Proactively investigate, troubleshoot, and resolve sensitive escalations
- Effectively manage a set of support queues respond and resolve support cases and escalations with high quality, speed, empathy and accuracy.
- Support vendors to understand the impact of policy changes on the team's current work and surface gaps in policy, process, and tools
- Partner with vendors to ensure that feedback is shared with relevant teams and proactively track the impact and success of remediation plans.
- Develop strong cross-functional partnerships with partnerships, sales, policy, legal, engineering, data science, product management and other operational teams to implement optimal solutions for challenges and issues.
- Represent the team in cross-functional working groups set up for high-risk events including elections and other high-priority sporting/entertainment events in APAC and globally
- Be the subject matter expert and key APAC representative for Policy and Civic Regional Strategy.
MINIMUM QUALIFICATIONS
- 5+ years of project/program management and/or online operations experience in technology, policy, government, or civic spaces
- Proven success leading large-scale, cross-functional initiatives
- Experience communicating the results of analyses in a clear and effective manner
- Experience working in a fast-paced environment with global teams
- Deep understanding of policy, regulatory, and civic engagement in operations environments
- Superior problem-solving and critical-thinking abilities, with comfort navigating ambiguity and driving outcomes
- Outstanding communication and stakeholder management skills, both written and verbal
- Exceptional organizational skills with a track record of executing high-quality work under deadline pressure
PREFERRED QUALIFICATIONS
- Experience in customer support or client work
- Experience supporting external partners or high-profile client relationships
- Awareness of global regulatory trends impacting technology and social media platforms
- Experience working in media, politics & government, broadcasting and news organizations and/or products in an operations environment
We regret to inform that only shortlisted candidates will be notified.
EA Reference: R22104900 Chloe Zheng Qimei
Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544
