Senior Analyst, Program Management – Trust & Safety

What you’ll do

We are seeking an experienced program manager to drive execution for improving the Spark Driver platform deactivation and appeal processes. In this role, you will be a subject matter expert for how the Spark Driver platform enforces its Terms of Use at scale and play a pivotal role in identifying opportunities to improve Spark Driver satisfaction and bring operational excellence to the Spark Driver platform.

Key Responsibilities

• Drive scalable improvements in deactivation decision accuracy, consistency, efficacy, and cost effectiveness; own and deliver operational solutions and collaborate with Product, Data Science, Tech, Policy, or Legal teams for cross-functional solutions.

• Own the end-to-end process for how the Spark Driver platform team gets to a deactivation/no-deactivation decision.

• Drive the planning, launch, and maintenance of operational processes and documentation (Standard Operating Procedures, checklists, decision trees, etc.) for the Spark Driver platform deactivation and appeal rules.

• Be a subject matter expert for deactivation process and outcome efficacy.

• Support the development and maintenance of Spark Platform Terms of Use (rules) decisioning frameworks, procedures, and SOPs, ensuring they are up to date and effectively communicated to relevant stakeholders.

• Drive and maintain feedback loops with deactivation and appeal review teams to review errors and overturned decisions.

• Leverage your holistic understanding of deactivation processes to turn pain point and error findings into data-driven insights. Size issues and drive solutions according to business impact.

• Work closely with legal teams to improve internal decisioning SOPs and frameworks.

• Monitor and track project progress, proactively identify and address any issues or roadblocks, and provide regular status updates to stakeholders and leadership.

Minimum Qualifications

• Experience in developing and implementing scalable systems and processes.

• Demonstrated ability to work with cross-functional teams and external partners.

• Excellent problem-solving skills with a solutions-oriented approach.

Preferred Qualifications

• 3 years experience in a gig economy, online services, Trust & Safety, customer service, or call center environment.

• Experience in Kaizen or Lean