About the Role This is a challenging and rewarding position that requires a strong focus on quality control. The Policy Manager will be responsible for implementing policies and procedures to ensure compliance with regulatory requirements. The ideal candidate will have experience in managing quality control/quality analysis organizations or leading cross-functional quality improvement projects and teams. Strong critical thinking and problem-solving skills are essential, as well as the ability to collaborate with cross-functional groups to produce results. Responsibilities: 1. Develop and implement clear overall quality strategy with scalable processes/tools/systems to monitor decision accuracy and surface user experience issues. 2. Promote a culture of quality by passionately telling the story of why quality matters and inspiring others to move fast on fixing problems. 3. Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met. 4. Assess and prioritize top quality issues affecting the teams across all decision making channels. 5. Quantify business cases and drive cross-functional partners to change systems, processes, and policies to achieve better outcomes. 6. Investigate highly sensitive issues affecting the office, working with teams and leaders to understand what happened and why. 7. Stay connected with how our support ecosystem evolves and help head off quality issues before they begin.