Shop - Policy & Programs Manager

Responsibilities

About the Team: E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers, and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality.

• Develop strategies and policies covering content and creator governance, to adhere to cultures, regulations, nuances.
• Develop strategies and policies for overall content and creator account health, violations, rewards, penalties, etc.
• Develop strategies and policies to mitigate risks, monitor, and raise the overall e-commerce content ecosystem quality and personalized recommendations.
• Engage cross‑functional stakeholders to consolidate, pre‑empt and analyze content and creator governance pain points; derive and implement action plans and operational workflows to resolve them.
• Collaborate with cross‑functional stakeholders – including Engineering, Ops, Product, Moderation – to develop and launch relevant strategies and policies from end‑to‑end.
• Develop and implement feedback loops and operational workflows to ensure the day‑to‑day quality of launches and implementation.
• Implement and review dashboards and cases as needed, to ensure day‑to‑day ecosystem health.
• Communicate and conduct training with regard to new strategies and policies, to ensure their effective implementation.
• Troubleshoot and resolve high‑priority emergency cases that may arise.

Minimum Qualifications

• Bachelor's degree or equivalent practical experience.
• Working experience or practical experience in Creator and Ecosystem Operations or Strategy, Social Media Content Safety, Trust & Safety, Internet Safety and related fields will be prioritised.
• Driven, motivated and proactive; excellent coordination, communication and project management skills to collaborate with cross‑functional teams to build and launch plans.
• Willingness to travel when needed and work across timezones.

Preferred Qualifications

• Familiarity with e-commerce compliance and ecosystem management – as well as strategic business sensitivity – will be advantageous.
• Familiarity with the e-commerce content ecosystem and/or social media content landscape will be advantageous.

Compensation is $88,920 – $159,600 annually. Additional bonuses and stock units may be available. Benefits include medical, dental, vision insurance, 401(k) savings plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time.

For Los Angeles County (unincorporated) candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and 3. Exercising sound judgment.