OGS Specialist (Mandarin Speaking)

About the Role

As an OGS Specialist fluent in Mandarin, you will serve as the critical link between Policy formulation and frontline execution. Your role involves converting policy objectives into clear, scalable operational procedures that ensure consistent and high-quality application. You will manage operational knowledge bases, maintain SOP and process documentation, drive policy update workflows, handle operational clarifications, and create structured feedback systems back into Policy. Using insights from quality metrics, escalations, and user appeals, you will identify operational gaps and enhance decision consistency and risk controls within frontline and BPO teams.

Key Responsibilities

• Translate complex policies into straightforward, actionable workflows and decision-making frameworks tailored for operations teams.
• Develop and maintain standardized knowledge management systems and SOPs with appropriate governance and version control.
• Utilize AI tools to improve policy interpretation, enhance documentation quality, and streamline the production of operational resources.
• Collaborate cross-functionally with Policy, Product, Quality, and Regional Operations to align policy intent with effective execution.
• Analyze quality data, escalations, and appeals to detect gaps and inconsistencies and recommend improvements.
• Support global program management by assessing operational risks, coordinating changes, and ensuring consistent policy application across regions.
• Incorporate regional and cultural differences to ensure guidelines are effective globally and locally relevant.

Qualifications

• Strong policy knowledge in operations with an understanding of operational governance and processes.
• Experience with operational workflows, quality assurance procedures, or policy execution practices.
• Proven ability to collaborate with cross-functional teams including Policy, Operations, Product, and vendors.
• Basic analytical skills enabling data structuring, issue identification, and clear escalation of insights.
• Familiarity with SOPs, process documentation, and workflow implementation.
• Proficiency in Mandarin and English to effectively liaise with global and Mandarin-speaking stakeholders.

• Preferred experience includes policy enforcement workflows, quality assurance processes, process improvement, operational reporting such as dashboards and tracking, and working in high-volume, fast-paced environments.
• Strong attention to detail and aptitude for structured frameworks and guidelines.

Additional Information - Trust & Safety

This role involves interaction with various content types including images, videos, and text which may sometimes contain sensitive or harmful material such as bullying, hate speech, or depictions of harm to people or animals. Awareness of the psychological demands and potential emotional stress of this role is essential. The employer is dedicated to supporting employee wellbeing through comprehensive and evidence-based programs promoting mental and physical health throughout employment.

About the Employer and Culture

The employer is a global leader in short-form mobile video, dedicated to inspiring creativity and bringing joy. With headquarters in Los Angeles and Singapore and multiple international offices, they foster a diverse and inclusive environment. The company values curiosity, humility, resilience, and a collaborative spirit, nurturing an "Always Day 1" mindset to achieve impactful innovation and growth. They are committed to diversity and inclusivity, celebrating unique perspectives and experiences that reflect the global communities they serve.