Senior Program

Senior Program & Partner Support (Policy & Civic) – Overview
Morgan McKinley is seeking a Premier Partner Experience Specialist to join our client’s Operations team at a multinational social media company. This role directly assists our client’s partners, ensuring exceptional support experiences and addressing Policy & Civic related issues to partner programs and associated products.
Responsibilities
Gain a comprehensive understanding of the challenges faced by our partners and how these impact their interactions with client’s products and communities.
Develop expertise in policy and civic workflows across various support functions to promote operational excellence.
Identify opportunities for improvement by analyzing data and insights, and lead or contribute to initiatives that enhance product, process, or policy efficiency.
Investigate, troubleshoot, and resolve sensitive escalations proactively and effectively.
Manage support queues efficiently, ensuring timely responses and resolutions to support cases and escalations with empathy, accuracy, and speed.
Collaborate with vendors to communicate policy changes\' impacts and identify gaps in current policies, procedures, or tools.
Partner with vendors to share feedback with relevant teams and monitor the effectiveness of remediation efforts.
Build strong cross-functional relationships with teams across partnerships, sales, policy, legal, engineering, data science, product management, and operations to implement optimal solutions.
Represent the team in cross-functional groups during high-risk events such as elections and major sporting or entertainment events worldwide.
Serve as the regional expert and lead for Policy and Civic Strategy in the APAC region.
Qualifications
Experience Over 5 years of project or program management, or online operations experience within technology, policy, government, or civic sectors.
Demonstrated success in leading large-scale, cross-functional initiatives.
Proven ability to communicate analysis results clearly and effectively.
Experience working in dynamic, fast-paced environments with global teams.
Strong understanding of policy, regulatory frameworks, and civic engagement within operational contexts.
Excellent problem-solving and critical-thinking skills, with comfort navigating ambiguity and driving results.
Outstanding written and verbal communication along with stakeholder management abilities.
Highly organized, with a track record of delivering high-quality work under tight deadlines.
Preferred Qualifications
Experience in customer support or client-facing roles.
Background supporting external partners or high-profile clients.
Knowledge of global regulatory trends affecting technology and social media platforms.
Experience in media, politics, government, broadcasting, or news organizations within an operational setting.
How to apply
Interested candidates may apply through the application system or send it to Shortlisted candidates will be notified.
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Morgan McKinley Pte Ltd
Koh Boon Sien
EA Licence No: 11C5502
EA Registration No. R
Seniority level
Associate
Employment type
Contract
Job function
Customer Service and Information Technology
Industries: Technology, Information and Media
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