The Program Manager - CS Policies plays a pivotal role in ensuring our policy frameworks are robust, scalable, user-centric, and compliant with legal and operational standards. This individual will be responsible for building and maintaining high-quality, clearly articulated policies that empower CS agents (in-house and outsourced), drive consistency, mitigate risk and enable better decision-making across the organisation. They will manage the end-to-end policy lifecycle—identifying the need for new policies, drafting and validating them with stakeholders, overseeing implementation, and reviewing impact over time.