Operation Guidelines & Standard Manager (Mandarin Speaking) - Singapore - VSO

About the role

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.

Qualifications

• Demonstrate strong policy knowledge in the Ops functional domain & able to connect with operational governance/process strategy/ structured-design
• Have a good understanding of policy operationalization, process optimization, or large-scale operational transformation
• Proven ability to lead & operate in cross-functional environments (Policy, Product, Engineering, Operations) through stakeholder management & collaboration
• Strong analytical and structured thinking skills with the ability to translate ambiguity into system-level solutions
• Proficiency in Chinese and English is required to collaborate with global partners and key stakeholders based in Mandarin-speaking markets where Mandarin is a primary working language.

Preferred Qualification(s):

• Demonstrable experience working within complex regional operating models
• Prior experience in managing, mentoring, and developing a team of specialists in a fast-paced operational or policy environment.
• Background in Trust & Safety, content management, or platform governance
• Experience in policy framework design, operational transformation, or quality system design
• Exposure to large-scale system optimization or cross-functional transformation programs