Policy Manager

TP group; Dublin; On-site; EUR 40,000 - 60,000; Full time

Job summary

A leading outsourcing firm based in Ireland seeks a dedicated professional to coordinate the exchange of policy-related information and ensure successful policy enforcement. The candidate will maintain client communication, spot trends, and provide suggestions for continuous improvement. Requirements include proficiency in English, experience in international operations, and strong communication skills. Join a dynamic environment focused on delivering world-class support.

Qualifications

• Experience in an operations environment, preferably international.
• High level of energy, drive, enthusiasm, initiative, and commitment.
• Demonstrated ability to work across multiple sites/teams.

Responsibilities

• Coordinate the exchange of policy-related information with clients.
• Maintain contact and provide feedback on policy changes.
• Identify trends and flag potential policy-related issues.
• Engage with training teams to ensure policy enforcement.
• Gather insights and offer policy suggestions.
• Ensure effective knowledge sharing and approval processes.
• Liaise with the client’s policy team for discussions.

Skills

Proficient level of English

Fluent in another key language

Good knowledge of quality/training processes

Excellent communication skills

Collaboration with cross-functional groups

Passion for support experience

Ability to perform in changing environments

Trust and safety experience

Job description

Responsibilities

• Coordinate the exchange of policy‑related information from/with the client and disseminate across other teams, ensuring all resources are available to implement policies.
• Maintain regular contact and give feedback to the client regarding policy‑related changes for successful enforcement.
• Spot trends and flag potential issues arising from the application of the client’s policies, and offer suggestions or solutions.
• Engage with training quality teams regularly to ensure robust and consistent enforcement and correct understanding of the client’s policies.
• Flag resource constraints, policy issues or inconsistencies in a timely manner.
• Gather insights and offer policy suggestions based on direct application of the policies.
• Ensure continuous improvement of resources and materials provided.
• Ensure effective knowledge sharing and sign‑off/approval processes are in place for both training and policy between vendor and client teams.
• Liaise directly with the client’s policy team to gather, discuss, debate questions and engage with the client to obtain answers.

Recommended Qualifications

• Proficient level of English and ideally fluent in another key language served by the outsourcing site.
• Experience in an operations environment, preferably in an international environment.
• Good knowledge of quality/training processes and policy enforcement in an operations environment.
• High level of energy, drive, enthusiasm, initiative and commitment.
• Excellent communication, consulting, influencing and interpersonal skills.
• Proven track record of collaborating with cross‑functional groups to produce results.
• Passion for ensuring a world‑class support experience for our community.
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams.
• Preferred trust and safety experience.