Program Manager - Policies
The primary objective of this role is to lead the development, governance, and lifecycle management of policies (Customer Support and business) across our global operations.
About the role
The Program Manager - CS Policies plays a pivotal role in ensuring our policy frameworks are robust, scalable, user-centric, and compliant with legal and operational standards. This individual will be responsible for building and maintaining high-quality, clearly articulated policies that empower CS agents (in-house and outsourced), drive consistency, mitigate risk and enable better decision-making across the organisation. They will manage the end-to-end policy lifecycle—identifying the need for new policies, drafting and validating them with stakeholders, overseeing implementation, and reviewing impact over time.
This role requires a strategic thinker with exceptional communication and stakeholder management skills, as well as a strong understanding of policy governance, program management, and measurement & evaluation.
