Goodreads Policy Specialist at Amazon

The Goodreads Policy team aims to ensure a safe and welcoming environment for our growing community of over 100 million members by investigating and eliminating abuse on Goodreads. Goodreads Policy specialists focus on highly sensitive user contacts and are responsible for regulating site policies. They identify and analyze root causes of abuse contacts and drive positive action on behalf of Goodreads users. The effective Goodreads Policy Specialist exercises sound judgment in developing and applying site policies, and demonstrates superior communication and problem-solving skills.

Role And Responsibilities

• Handle escalated and sensitive contacts from Goodreads members, including cases involving high-risk business concerns and user edits to our book database that violate policy.
• Investigate and assess user accounts and activity for fraud and abuse.
• Research and advocate for system improvements and solutions to moderation problems.
• Support Goodreads business teams and provide guidance on significant policy issues.
• Effectively communicate with stakeholders, including senior leaders, to identify and drive cross-team solutions.
• Work independently on projects or tasks to identify and ultimately resolve moderation pain points.
• Demonstrate superior decision-making skills and discretion.

Basic Qualifications

• Experience in a Goodreads Expert role or 9+ months experience in an investigation, or customer email escalation role.
• Demonstrated mastery of quality metrics and independent handling of sensitive user contacts.
• Superior writing, communication, and interpersonal skills.
• Ability to keep calm, think strategically, and exercise excellent critical judgment during high-pressure situations.
• Comfort working in an ambiguous, fast-moving environment and a flexible approach to responsibilities and change.
• Strong attention to detail, P.R. focus, and ability to step back and look at the bigger picture.
• Ability to manage time independently, balance trade-offs, and own individual success.
• A positive, team-oriented focus is non-negotiable.

Preferred Qualifications

• 6+ months’ experience in a Goodreads Expert role.