Policy Operations

About this role

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category Product Job Details

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Experience Join the Policy team within Salesforce's Office of Ethical and Humane Use, where you'll help operationalize policy across Salesforce and Slack in areas like AI, trust and safety, platform integrity, child safety, human rights, and regulatory compliance. As a Trust & Safety Operations Senior Analyst, you'll manage sensitive investigations, advise teams across the company, and use AI tools to build faster, more consistent ways of working. This is a hybrid role with three days in office each week.

What You'll Actually Be Doing • Review reports, conduct investigations, assess risk, and coordinate enforcement, escalation, or remediation on sensitive policy and safety matters

• Maintain clear, defensible records of evidence, findings, decisions, and rationale

• Manage urgent matters involving legal, regulatory, safety, reputational, or customer risk

• Identify patterns that may signal emerging threats, systemic weaknesses, or policy gaps

• Advise Legal, Sales, Security, Customer Success, Product, and other teams on policy requirements, customer restrictions, escalation pathways, and risk mitigation

• Translate complex policy and legal considerations into practical guidance for business and technical teams

• Develop playbooks, training, decision trees, templates, and self-service resources that improve issue identification and escalation

• Communicate consequential decisions clearly, even when facts are ambiguous or stakeholders disagree

• Help drive ethical use policy implementation that scales across multiple products

• Design and improve workflows for intake, triage, investigation, escalation, enforcement, documentation, and quality assurance

• Use Claude Code and other AI-assisted tools to build internal applications, agents, automations, reporting workflows, and decision-support systems

• Prototype solutions directly and partner with technical teams on production engineering, security review, and integration

• Develop data, reporting, and quality-control mechanisms that improve visibility, consistency, and operational performance

• Reduce repetitive work while maintaining appropriate human review, legal safeguards, auditability, and accountability

You're Our Person If... • You have three or more years of experience in trust and safety, investigations, policy enforcement, compliance, legal operations, fraud and abuse, security operations, risk management, or a related field

• You've independently managed complex or sensitive investigations from intake through resolution

• You bring strong judgment and can make defensible decisions amid incomplete facts, significant risk, or competing stakeholder interests

• You've worked closely with Legal and handled confidential, privileged, regulatory, litigation-related, or otherwise sensitive matters

• You have excellent written communication, documentation, and cross-functional advisory skills

• You've designed or improved operational workflows, case-management processes, escalation systems, or quality programs

• You can analyze case data, identify patterns, and use operational metrics to improve performance

• You have hands-on experience using AI tools, automation, low-code platforms, scripting, or AI-assisted development to improve operations

• You can manage urgent priorities calmly and accurately in a fast-moving environment

• You're comfortable reviewing or being exposed to sensitive, disturbing, or potentially harmful content in the course of conducting investigations

Even Better If... • You have experience with Claude Code, coding agents, APIs, SQL, Python, JavaScript, or similar technologies

• You've built internal tools, agents, automations, or decision-support systems with limited engineering support

• You have experience in enterprise software, cloud services, collaboration platforms, or other complex technology environments

• You have knowledge of online safety, platform abuse, child safety, human rights, privacy, or technology regulation

• You're familiar with Salesforce, Slack, Service Cloud, Tableau, Jira, or comparable case-management and reporting tools

Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and   be your best , and our AI agents accelerate your impact so you can   do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of A

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