Operation Guidelines & Standard Specialist - AIS

About the Role

As an Operation Guidelines & Standard Specialist, you will serve as the crucial link connecting Policy directives with frontline execution, ensuring operational excellence is upheld with clarity, scalability, and consistent application. You will be responsible for managing the operations knowledge base, maintaining SOPs and process documentation, updating policies, handling clarifications, and creating structured feedback mechanisms for policy improvement. By analyzing quality metrics, escalations, and user appeals, you'll identify gaps in execution, enhance decision consistency, and reinforce risk controls across frontline and outsourced teams.

Key Responsibilities

• Convert complex policies into clear and scalable operational workflows, guidelines, and decision frameworks tailored for frontline operations.
• Develop, standardize, and maintain knowledge management systems and SOPs with governance and version control.
• Utilize AI tools to optimize policy translation, enhance documentation quality, and streamline the creation of operational materials.
• Collaborate effectively with Policy, Product, Quality, and Regional Operations teams to align policy intentions with operational execution.
• Use analytical skills to examine quality metrics, escalations, and appeals data to detect execution issues, diagnose root causes, and boost guideline consistency.
• Support global program management by evaluating operational risks, coordinating updates, and ensuring consistent policy and process changes across markets.
• Apply regional and cultural insights to ensure global guidelines are practical locally and effective worldwide.

Qualifications

• Strong understanding of operational policies and governance in the operations domain.
• Experience with operational workflows, quality assurance processes, or policy execution activities focused on implementation rather than design ownership.
• Proven skills in cross-functional coordination with teams such as Policy, Operations, Product, or vendors.
• Basic analytical abilities to organize data, identify issues, and articulate insights clearly.
• Familiarity with SOPs, process documentation, or workflow execution.
• Preferred: Exposure to policy enforcement workflows or quality assurance processes.
• Preferred: Basic knowledge of process improvement and operational reporting including dashboards and tracking quality metrics.
• Preferred: Experience working in a dynamic, high-volume operational environment with attention to detail and adherence to structured frameworks and guidelines.

Additional Information - Trust & Safety

This role involves interaction with diverse content types such as images, videos, and text that address daily life topics, including sensitive categories like bullying, hate speech, child safety, self-harm, harm to others, and animal harm. Exposure to potentially distressing content is expected.

The company acknowledges the psychological and emotional demands connected with maintaining platform safety, and it is committed to supporting employee wellbeing through comprehensive, evidence-based programs. These initiatives focus on promoting physical and mental health through a collaborative and person-centered approach.

About the Company

The company is a leading platform for short-form mobile videos with a mission to inspire creativity and bring joy. With headquarters in Los Angeles and Singapore, and offices globally, it fosters an environment built on innovation, diversity, and inclusion.

Why Join Us

Joining this team means contributing to a mission focused on creativity and connectivity, working with a global and diverse workforce. The culture encourages resilience, curiosity, and an iterative approach to overcome challenges and deliver meaningful impact. The organization values diversity and is dedicated to fostering an inclusive workplace that reflects the global communities it serves.