Trust & Safety Policy Program Manager

HireTalent - Staffing & Recruiting Firm; Ireland; On-site; EUR 60,000 - 85,000; Part time

Job summary

HireTalent - Staffing & Recruiting Firm in Ireland is seeking a Program Management Contractor to join a leading global technology platform's Trust & Safety Policy team. You will drive cross-functional initiatives to improve team effectiveness, including quarterly OKRs, analytics dashboards, and advanced reporting.

You will translate complex operational issues into user stories and technical specs, develop AI-enabled solutions, and partner with product and engineering to scale processes and

Qualifications

• 3+ years of program management in tech or legal sectors.
• BA/BS or equivalent; PM certs considered.
• Experience turning operational pain points into user stories for product/engineering.
• Strong data analysis, dashboards, and requirements handling.
• Ability to design AI-powered workflow improvements.
• Familiar with JIRA, Zendesk, Confluence.

Responsibilities

• Serve as primary liaison to Trust & Safety operations, translating issues into user stories and specs.
• Identify and implement AI opportunities to reduce triage and automate support.
• Collaborate on metrics and analytics dashboards to enable international scaling.
• Ensure data foundations support operational reporting on handling time and accuracy.
• Enhance the transparency reporting program, including DSA reporting.
• Establish and refine a prioritized roadmap for tooling and product improvements.

Skills

Program management

Communicating requirements

Data analytics

AI & automation

Education

BA/BS or equivalent

Tools

JIRA

Zendesk

Confluence

Job description

A leading global technology platform is seeking a Program Management Contractor to join its Trust & Safety Policy team. Reporting to the head of the Program Management function, this role focuses on increasing team effectiveness through key initiatives: quarterly OKR facilitation, tooling consolidation, deployment of in-house AI solutions, improved analytics and metrics dashboards, and enhancement of the global transparency reporting program.

Responsibilities

• Act as primary liaison to Trust & Safety Policy operational teams; translate complex operational issues into granular, structured user stories, functional requirements, and technical specifications
• Identify and deliver AI opportunities to optimise existing processes — reducing case triage burden, deflecting inappropriate tickets, creating AI signposting for high-confidence actions, converting manual help desks into functional AI agents
• Partner with internal stakeholders on improved metrics and analytics dashboards supporting international scaling and efficiency
• Ensure foundational data supports detailed operational reporting on handling time and enforcement accuracy
• Enhance the transparency reporting program, including Digital Services Act (DSA) reporting
• Establish and continuously refine a prioritised roadmap and backlog of tooling and product improvements

Requirements

• 3+ years of relevant program management experience in a technology company or legal organisation
• BA/BS or equivalent education/experience (project management certifications considered)
• Demonstrated experience translating operational pain points into user stories and communicating requirements to product and engineering stakeholders
• Comfort analysing and organising data, creating dashboards, and handling technical requirements
• Ability to go beyond basic AI prompting and create impactful AI solutions that improve workflows
• Familiarity with JIRA, Zendesk, Confluence and similar team effectiveness platforms
• Superior organisational skills, attention to detail, strong written and verbal communication
• Must be based in Ireland with existing EU work authorisation

Preferred

• Data Studio (formerly Looker Studio), Hex, SQL or other analytics experience
• Experience scaling workflows impacted by AI/ML automation and intelligent routing
• Background in operations efficiency measurement (Average Handle Time, throughput, false-positive/negative tracking)
• Familiarity with layered moderation ecosystems and community platform dynamics