Policy Enforcement Specialist- Creator and Content

E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. We are looking for an experienced individual contributor to own customer complaint investigations in the U.S. region and drive cross-functional collaboration.

What You'll Do

We are seeking a detail-oriented Policy Enforcement Specialist for our Governance and Experience team. In this role, you will go beyond content moderation to perform strategic audits and trend synthesis across Creator and Content policy domains. You will be responsible for transforming raw operational data into high-fidelity reports that inform policy updates and strategic roadmaps. The ideal candidate possesses a "detective mindset"—the ability to spot a single anomaly and trace it back to a systemic risk or opportunity, while seamlessly navigating a fast-paced environment.

Key Responsibilities

• Content Deep-dives: Execute complex, deep-dive reviews of creators, content and product listings, applying a nuanced understanding of Governance policies to identify subtle risk patterns and gaps.
• Trend Reporting: Draft recurring insights reports to connect raw data to business priorities, providing actionable summaries for the Strategic Program Managers.
• Root-Cause Investigation: Conduct analysis on escalations to identify the underlying policy and enforcement gaps or operational friction points.
• Process Feedback & SOP Iteration: Continuously refine audit methodologies and Standard Operating Procedures (SOPs), ensuring our review tools stay ahead of evolving bad-actor behaviors.
• Cross-Functional Signaling: Proactively flag emerging risks and violative trends to the Strategic Program Managers, providing evidence to inform process improvements.
• Domain Support & Special Projects: Execute deep-dive metric investigations to identify the drivers behind fluctuations in key performance indicators (KPIs)

Minimum Qualifications

• 3+ years of experience in content moderation, trust & safety, policy operations, compliance auditing, or risk analysis.
• Proven track record in root-cause analysis with hands-on experience conducting investigations or deep-dive audits into complex escalations, customer complaints, or bad-actor behaviors.
• Experience drafting, maintaining, or refining Standard Operating Procedures (SOPs) and operational workflows to address policy gaps or process friction.
• Strong ability to communicate findings and present risk signals effectively to program managers, policy leaders, or cross-functional stakeholders.

Preferred Qualifications

• Experience analyzing operational datasets and translating raw data/KPI fluctuations into actionable reports, key trends, or executive summaries.
• Proven track record of independently managing tasks and communicating effectively with cross-functional stakeholders.
• Familiarity with utilizing AI tools