Policy Programs & Project Support Manager (contract)

Roles & Responsibilities

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 :

Tell employers what skills you have

Technology Policy

Remediation

Operational Excellence

Public Policy

User Experience

Enforcement

Strategy

Product Management

Advocate

Data Science