Job Description

About the Team

The Operational Guidelines & Standards department acts as the critical bridge between Policy and frontline operations, ensuring that complex safety policies are translated into actionable, scalable, and globally consistent workflows.

Responsibilities

- Team Leadership & Development: Lead, mentor, and develop a high-performing team of OGS Specialists, fostering strong execution, capability building, and operational excellence.

- Strategic Policy Translation & Synthesis: Oversee the translation of complex policy intent into clear, scalable, and consistently applied operational workflows, guidelines, and decision-making frameworks across the Line of Business.

- Knowledge Management & Framework Design: Drive the strategy for knowledge base management, SOP development, process documentation, and policy update cascades, ensuring clear governance, version control, and standardized operational frameworks.

- AI Strategy & Innovation: Leverage AI capabilities to improve policy translation, optimize documentation quality, and enhance the efficiency and scalability of operational materials and workflows.

- Cross-Functional Leadership: Partner with stakeholders across Policy, Product, Quality, and Regional Operations teams to align policy intent with operational execution and drive resolution on clarification needs and execution gaps.

- Advanced Analytics & Data-Driven Optimization: Guide the team in using quality metrics, escalations, and user appeal trends to identify root causes, strengthen decision consistency, and drive strategic improvements to guidelines and processes.

- Feedback Loop Management: Establish and manage structured feedback loops into Policy to ensure frontline insights, operational risks, and market realities are reflected in future guideline development.

- Global Program Management: Lead policy and process change management by assessing risk, coordinating updates, and driving globally consistent yet locally applicable implementation across teams and markets.

- Global/Cultural Nuance: Incorporate regional operational differences and cultural context into strategy, guideline design, and execution planning to support effective operations across diverse markets.