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Job Description
Community Moderation & Care Program Manager, Policy & Process
We're seeking a highly skilled professional to promote high-quality engagement with our Player Policy organization, driving awareness, understanding, and adoption of our player policies within the Community Moderation & Care organization.
This role will lead the policy partnerships, reviewing player data and using this information to make informed updates to Community Moderation processes, ensuring the most up-to-date and accurate information for dispute resolutions.
The ideal candidate will have 2 years of experience in program or project management, with success leading long-term programs across a global organization, identifying key program deliverables, and achieving them.
Key responsibilities include:
- Understanding how our disruptive content policies work, including how to apply policies appropriately to player reports
- Making recommendations to player policy based on real-world events and changes in community language received by the Community Moderation & Care team
- Working with partner organizations to understand current labeling work and adjust program deliverables accordingly
- Understanding and evangelizing the why behind player policies and ensuring that Community Moderation & Care processes reflect current policy
- Influencing Community Moderation & Care strategy based on policy knowledge
- Make data-driven decisions to drive improvements in our processes to better meet the needs of our communities
- Participate in the creation of the monthly moderation report
- Work with business partners to maintain compliance with regulatory requirements for certain types of disruptive content
The ideal candidate will be:
- Creative: finding out-of-the-box/non-traditional solutions
- Proactive: providing recommendations and taking the lead on plans to change
- Efficient: implementing new ways of doing things faster, better
- Curious/Inquisitive: investigating the current situation and asking the relevant questions
- Collaborative: working well with peers and motivated by different ideas
- Passionate: the customer experience drives your decisions