Morgan McKinley is in search of a Premier Partner Experience Specialist to join our client's Operations team at a multinational social media company.
This individual will directly assist our client's partners, ensuring exceptional support experiences and addressing Policy & Civic related issues to partner programs and associated products.
Responsibilities
- Gain a comprehensive understanding of the challenges faced by our partners and how these impact their interactions with client's products and communities.
- Develop expertise in policy and civic workflows across various support functions to promote operational excellence.
- Identify opportunities for improvement by analyzing data and insights, and lead or contribute to initiatives that enhance product, process, or policy efficiency.
- Investigate, troubleshoot, and resolve sensitive escalations proactively and effectively.
- Manage support queues efficiently, ensuring timely responses and resolutions to support cases and escalations with empathy, accuracy, and speed.
- Collaborate with vendors to communicate policy changes impacts and identify gaps in current policies, procedures, or tools.
- Partner with vendors to share feedback with relevant teams and monitor the effectiveness of remediation efforts.
- Build strong cross-functional relationships with teams across partnerships, sales, policy, legal, engineering, data science, product management, and operations to implement optimal solutions.
- Represent the team in cross-functional groups during high-risk events such as elections and major sporting or entertainment events worldwide.
- Serve as the regional expert and lead for Policy and Civic Strategy in the APAC region.
Qualifications
- Experience Over 5 years of project or program management, or online operations experience within technology, policy, government, or civic sectors.
- Demonstrated success in leading large-scale, cross-functional initiatives.
- Proven ability to communicate analysis results clearly and effectively.
- Experience working in dynamic, fast-paced environments with global teams.
- Strong understanding of policy, regulatory frameworks, and civic engagement within operational contexts.
- Excellent problem-solving and critical-thinking skills, with comfort navigating ambiguity and driving results.
- Outstanding written and verbal communication along with stakeholder management abilities.
- Highly organized, with a track record of delivering high-quality work under tight deadlines.
Preferred Qualifications
- Experience in customer support or client-facing roles.
- Background supporting external partners or high-profile clients.
- Knowledge of global regulatory trends affecting technology and social media platforms.
- Experience in media, politics, government, broadcasting, or news organizations within an operational setting.
Interested candidates may apply through the application system or send it to [Confidential Information]. Shortlisted candidates will be notified.
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