Policy Enforcement Manager – Creativity Standards

Role Overview

• Own policy enforcement and operations
• Develop deep expertise in vertical policies and protocols, manage and report on enforcement activities, and lead implementation when policies, taxonomy, or workflows change
• Partner across the business
• Drive collaborative projects with Policy, Analytics, Product, and Engineering — maintaining tight feedback loops and advising on quarterly roadmaps and goals
• Lead investigations and escalations
• Take point on high-priority cases, coordinate with Policy, Legal, Marketing, Comms, and Brand, to resolve policy incidents as they arise
• Surface risks and shape solutions
• Spot emerging abuse trends early, conduct data-informed analyses — post-mortems, deep dives — and translate findings into actionable solutions for Product and Engineering partners to decrease the prevalence of Creativity Standards violations on the Etsy marketplace
• Mentor and develop the team
• Advise Enforcement Specialists on trend spotting and data literacy
• Lead a strategic business area
• Own one or more focus areas within our Ops vertical — such as policy and workflow expansion, QA and training, process and tooling improvements, or controls and detection
• Drive performance and tooling
• Monitor operational metrics to meet or exceed KPI and SLA targets, flag anomalies early, and partner with Analytics for reliable reporting
• Work with Product and Engineering to sharpen enforcement tools and improve the moderation experience across internal and partner teams
• You may also be required to travel up to 25% of the time for team collaboration, events, or other business needs.

Requirements

• 3+ years of experience in policy enforcement/Trust & Safety at Etsy or elsewhere in a related industry
• Hands-on experience with Trust & Safety tooling and platforms is a plus
• Proven track record in managing cross-functional teams and projects from inception to completion
• Ability to build relationships with cross-functional partners remotely and across geographies, with excellent influencing and communication skills
• Proven ability to handle high-stakes situations and manage crisis response effectively
• Leadership, resilience, and sensitivity in navigating change and handling sophisticated and/or potentially triggering content
• Analytical, problem-solving, and data-driven decision-making skills with a focused expertise in identifying trends, patterns, or emerging problems in data
• Proactive in nature, always looking for ways to improve processes, tooling, and collaboration with other teams
• Strong sense of accountability and appropriate prioritization; clear communication, expectation setting, and timely delivery.
• Strong understanding of the creative process and online creative platforms.

Benefits

• Equity package
• Annual performance bonus
• Competitive benefits that support you and your family