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 Türkiye. This is an in-office position, requiring three days a week in the Mumbai 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 Mumbai 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 28th November 2025 at least. This opportunity may remain posted based on business needs, which may be after the specified date.

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