Process Specialist, Trust

Where we work Udemy is a global company headquartered in San Francisco with additional U S offices in Denver and Austin and international hubs in Australia India Ireland Mexico and Turkiye This is an in-office position requiring three days a week in the office Tuesday Wednesday Thursday and flexibility on Mondays and Fridays About your skills Process Design Optimization You excel at designing mapping and refining workflows and SOPs to improve operational efficiency and ensure scalability across Trust Safety functions Cross-Functional Execution Policy Implementation You effectively partner with Legal Product Engineering and Operations to implement policy updates and system process enhancements across geographies Data-Driven Quality Compliance Management You use data and root cause analysis to monitor case quality identify compliance gaps and drive continuous improvements in policy enforcement Change Stakeholder Management You lead change with clarity and alignment-engaging the right stakeholders communicating proactively and ensuring smooth adoption of new processes About this role We re looking for a detail-oriented and operationally minded Process Specialist to join Udemy s Trust Safety Operations team In this role you ll build and maintain critical workflows documentation and training materials that uphold the quality and consistency of global policy enforcement You ll also play a key role in driving cross-functional initiatives to support platform safety and integrity This position is based in Chennai and offers a hybrid work arrangement What you ll be doing Maintain and improve Standard Operating Procedures SOPs for Trust Safety workflows ensuring accuracy usability and alignment with current practices Serve as a subject matter expert on key policy areas and support emergency escalations as needed Lead documentation reviews and updates to keep operational materials clear accessible and relevant for internal and vendor teams Support policy rollout initiatives including drafting training content and helping onboard stakeholders to new processes Collaborate with cross-functional partners Legal Product Engineering Vendor Operations to troubleshoot operational issues and implement scalable solutions Identify and drive opportunities to enhance process efficiency reduce errors and improve the user experience Leverage dashboards and reporting tools to monitor case volumes analyze operational trends and surface key insights to leadership Help ensure consistent high-quality execution across regional teams and external BPO partners What you ll have 2 years of experience in Trust Safety Policy Operations Risk Operations or a similar process-focused role Strong documentation skills and experience developing and managing SOPs or training materials Proven ability to coordinate across multiple teams and stakeholders ensuring clarity and accountability Proficiency in Excel Google Sheets and operational platforms like Jira Zendesk or Salesforce Analytical mindset with the ability to interpret data identify gaps and drive operational improvements Exceptional attention to detail and strong organizational skills A proactive ownership-driven attitude and ability to thrive in ambiguity and change Nice to have Experience working with vendor operations or external BPO partners Exposure to Trust Safety areas like content moderation fraud or policy enforcement Background in a fast-paced global work environment or tech company Application Window The application window will be open until 25th September 2025 at least This opportunity may remain posted based on business needs which may be after the specified date LI-TP1