Senior Manager, Policy Operations


April 29, 2021

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Job Category
Products and Technology
Job Details
Team Overview
The Office of Ethical and Humane Use (OEHU) was formed with a mandate to ensure that Salesforce technology is used to help, not harm, society and uphold the basic human rights of every human being.
OEHU is seeking an Operations Senior Manager to play a pivotal role in advancing and implementing ethical use policies and initiatives across Salesforce products and technologies. Working together with the Chief Ethical and Humane Use Officer and the Ethical Use policy team, they will support the Office's policy function to plan and prioritize complex deliverables on projects that span across multiple product, operational, security, and legal teams.
Role Overview
The ideal candidate will have demonstrated operations and project management experience and be able to help advance the many priorities of our office. The candidate will work closely with teams across the company to implement solutions to enforce ethical use policies across the platform and assure our technology is used for good. The candidate will have an understanding of the potential societal repercussions of emerging technologies and familiarity with principles that can be used to govern and resolve related ethical issues.
Job Responsibilities

  • Drive ethical use policy implementation that scale across multiple products. Oversee ethical use policy case management and act as primary advocate of team workflows (how issues are uncovered, prioritized, routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed consistently across the platform.

  • Champion continuous improvement in technical and non-technical processes and strengthen operational efficiency by breaking down key business processes. Identify business-critical gaps and prioritize opportunities to improve and simplify existing processes and develop standard operating procedures. Address vulnerabilities in policy enforcement that need attention.

  • Work with product, legal and abuse teams to build and improve abuse detection and analytic tools.

  • Project manage complex and large-scale cross-team, cross-functional initiatives. Partner with cross-functional stakeholders across Salesforce — including support, operations, analytics, program managers, regional teams, and other program managers - to implement support for policy updates and workflow changes. Track progress, resolve dependencies, and energize project teams to achieve goals.

  • Develop and manage internal policy guidance and enablement for partner teams.

  • Communicate with leaders at all levels on project plans, status and other important issues. Communicate forward-looking, solution-based recommendations to drive innovative solutions to protect Salesforce’s platform and end users from ethical risks internationally. Unblock project barriers, chase down loose ends, and escalate when needed.

  • Collaborate on and support the development of product use policies.

Minimum Requirements

  • 5+ years experience in a program or project management role at a technology or similar company.

  • Experience in Trust & Safety and Operations role in at a technology or similar company.

Preferred Requirements

  • Experience creating complex, cross-team project plans from beginning to completion; prior success in driving execution of large-scale project plans with multiple teams to support business goals.

  • Understanding of and/or experience in developing and using automated systems to interpret data

  • Demonstrated ability to work in a fast-paced environment and juggle competing priorities; capacity to own and execute multiple large programs simultaneously.

  • Strong analytical ability- able to take a complex problem, synthesize detailed information from multiple sources, and construct nuanced top-line recommendations on the path forward. Ability to consider an issue from multiple points of view and weigh the merits of all perspectives.

  • Strong communication skills (written and verbal). You are comfortable presenting ideas to diverse teams and individuals in multiple formats, from slide decks, memos, to informal chats. You know that a huge part of communication is listening and making sure others feel heard. You can effectively communicate with all kinds of partners across several departments and executives.

  • Demonstrated ability to apply structure to ambiguity while pivoting when new challenges arise.

  • Strong analytical ability; ability to take a complex problem, synthesize detailed information from multiple sources, and construct nuanced top-line recommendations on the path forward.

  • Understanding of approaches that work and don't work

  • Understanding of how to interpret data effectively and drive effective reporting flows in a cloud-based system

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