Policy Operations Lead

Company: SupportFinity---
Location: San Francisco
Posted on: April 23, 2025

Job Description:

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.We are seeking an experienced Policy Operations Lead to join our team. In this role, you will be responsible for implementing, operationalizing, and managing pre-written platform policies, ensuring they are effectively executed across the organization in alignment with our mission, values, and regulatory requirements. This position focuses on translating policy into action through robust operational processes, requiring exceptional execution skills and cross-functional collaboration.Responsibilities:

• Policy Implementation and Operationalization
  • Drive the implementation of policies across relevant teams and functions
  • Translate policy requirements into actionable operational procedures, workflows, and guidelines
  • Collaborate with Safety Policy, Legal, Product, Public Policy, Regulatory Operations, and other cross-functional teams to ensure effective policy execution
  • Continuously evaluate implementation effectiveness through data analysis and stakeholder feedback (e.g. thorough retros, improvements to change management procedures, documentation, communication, etc.)
  • Policy monitoring and evaluation, in partnership with the policy development team -- (how do we know that the policy is effective? that it is being upheld by ops as it was intended? (metrics, issue tracking, and feedback loops)
  • Operational Excellence
    • Translate complex policies into actionable operational procedures and guidelines
    • Build scalable processes for policy implementation across multiple teams and regions
    • Define and track key performance indicators to measure policy effectiveness and operational efficiency
    • Identify opportunities for process improvement and lead implementation of solutions
    • Stakeholder Management and Communication
      • Build and maintain relationships with internal stakeholders including Legal, Product, Engineering, and Customer Support
      • Develop clear communication strategies to ensure policy changes are effectively communicated to relevant teams
      • Collaborate with external partners, including industry associations and regulatory bodies when needed
      • Present policy updates and performance metrics to senior leadership
      • Team Leadership
        • Manage a team of policy operations specialists, providing mentorship, guidance, and professional development
        • Set clear objectives and success criteria for the policy operations function
        • Foster a collaborative culture that encourages innovation, continuous improvement, and excellence
        • Implement effective change management practices to drive cross-functional alignment and adoption
        • Risk Assessment and Mitigation
          • Conduct thorough analysis to identify emerging trends, risks, and areas requiring policy attention
          • Develop proactive strategies to mitigate potential risks to users and the platform
          • Stay informed about industry developments and regulatory changes, advising on potential impacts
          • Lead incident response from a policy perspective, ensuring consistent application and documenting learningsExperience:
            • Required
              • 5+ years of experience in policy operations, program management, strategy & operations, or similar strategic implementation-focused roles
              • Demonstrated success in operationalizing and implementing policies that balance user experience, business needs, and risk management
              • Strong experience working with cross-functional teams to drive alignment and execution
              • Track record of using data and metrics to track implementation success and operational efficiency
              • Excellent project management skills with ability to manage multiple initiatives simultaneously
              • Preferred
                • Experience in a fast-growing technology company or marketplace platform
                • Background in policy operations related to online safety, content moderation, or user protection
                • Experience working with legal and compliance teams in regulated environments, and/or trust and safety operations experience
                • People management experience, with proven ability to build and develop high-performing operations teams
                • Skills and Attributes
                  • Exceptional operational and execution-focused mindset
                  • Outstanding process design and implementation abilities
                  • Strong written and verbal communication skills for clear operational guidelines
                  • Excellent influencing skills and ability to drive cooperation among diverse stakeholders
                  • Detail-oriented with superior organizational capabilities
                  • Adaptable and resilient in a fast-paced, evolving environment
                  • Tactically strong with focus on consistent, high-quality executionBenefits:
                    • Great medical, dental, and vision insurance options with additional programs available when enrolled
                    • Mental health benefits
                    • Family building benefits
                    • Child care and pet benefits
                    • 401(k) plan to help save for your future
                    • In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
                    • 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
                    • Subsidized commuter benefits
                    • Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership ProgramLyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule - Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.The expected base pay range for this position in the San Francisco area is $88,000 - $110,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.
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Keywords: SupportFinity---, San Francisco , Policy Operations Lead, Other , San Francisco, California