Policy & Procedure Program Specialist

Job Description

Job Description

Policy & Procedure Program Specialist

Position Overview

The Policy & Procedure Program Specialist supports the systems, standards, and execution discipline that translate enterprise priorities into clear, coordinated, and operationally viable field execution through high-quality documentation.

This role is responsible for owning the end-to-end program for operational policies, procedures/SOPs, forms, and playbooks, ensuring guidance is clear, consistent, current, and easy for center teams to execute. The Specialist ensures documentation reduces confusion, supports adoption, and enables scalable, repeatable operations across the organization.

Operating within the Organizational Alignment & Enablement function, this role partners closely with the Director of Organizational Alignment and cross-functional stakeholders to translate business requirements into structured, field-ready documentation. The role ensures documentation is aligned to operational reality, governed through disciplined standards, and maintained as a trusted single source of truth.

This role reports to the Director of Organizational Alignment and operates through strong cross-functional collaboration, attention to detail, and disciplined program execution in a highly matrixed environment.

Key Responsibilities

Documentation Program Ownership & Cross-Functional Alignment

• Own the end-to-end documentation program lifecycle, including intake, prioritization, drafting, review routing, approvals, publication, and archival.
• Partner with functional leaders to confirm alignment on requirements, ownership, timing, and field impact prior to publishing guidance.
• Identify conflicting, duplicative, or misaligned documentation and recommend resolution across teams.
• Ensure alignment between operational decisions and documented expectations.

Policy, Procedure/SOP, Forms & Playbook Development

• Draft and maintain operational policies, procedures/SOPs, forms, and playbooks in partnership with cross-functional SMEs.
• Translate complex requirements into clear, structured, action-oriented guidance (what to do, when to do it, who owns it, and where to get support).
• Develop standardized templates, checklists, trackers, and job aids that support execution in center environments.
• Ensure documentation supports usability and execution—not just compliance.

Governance, Standards & Version Control

• Establish and enforce documentation standards, including structure, naming conventions, formatting, required sections, and plain-language clarity.
• Maintain disciplined version control, document history, and archival practices to prevent outdated or conflicting guidance.
• Coordinate review cycles and approval processes to ensure documentation is current, consistent, and audit-ready.
• Support governance routines that reinforce consistency and accountability across documentation.

Field Usability & Enablement Support

• Ensure documentation is designed for real center workflows (simple, practical, aligned to field capacity, minimal duplication).
• Validate documentation with field leaders (DOs, ADs, CDs) as needed and incorporate feedback to improve clarity and usability.
• Ensure documentation packages are complete and aligned to rollout needs (policy, SOP, forms, playbooks, FAQs, quick references).
• Support alignment between documentation, communications, and training to enable effective adoption.

Publishing, Findability & Ongoing Support

• Publish finalized materials to designated repositories (intranet, shared drives, LMS) using consistent taxonomy, tagging, and indexing.
• Maintain a clear and accessible documentation library to ensure teams can quickly find the correct and current materials.
• Respond to documentation questions and route clarifications to appropriate SMEs.
• Update documentation as needed based on feedback, changes, or identified gaps.

Continuous Improvement

Track recurring field questions , confusion points, and documentation gaps.

• Identify opportunities to simplify processes, reduce administrative burden, and improve usability of tools and forms.
• Recommend and implement improvements to documentation standards, templates, and program processes.
• Capture lessons learned and contribute to the continuous improvement of documentation practices and rollout support.

Success Outcomes

The successful candidate will be expected to deliver:

• Policies, procedures, forms, and playbooks that are standardized, current, and easy to access and execute.
• Reduced confusion and rework due to clear, consistent, and aligned documentation.
• Improved field execution through practical tools aligned to real workflows and capacity.
• Strong adherence to documentation governance, version control, and review processes.
• Greater organizational confidence in documentation as a trusted source of truth.

Qualifications

Education

• Bachelor’s degree in business, communications, or related field (or equivalent experience).

Experience

• 3+ years of experience in policy/procedure writing, SOP documentation, operational enablement, program coordination, or related roles.
• Experience supporting documentation for operational processes, policy rollouts, or field execution.

Skills & Capabilities

• Strong documentation and writing skills with a focus on clarity, structure, and actionability
• Ability to translate complex information into practical, field-ready guidance.
• Strong attention to detail across version control, documentation standards, and workflow management.
• Ability to partner cross-functionally and incorporate feedback while maintaining clarity and consistency.
• Strong organizational skills and ability to manage multiple documentation workflows.
• Ability to align documentation to operational readiness and execution needs.
• Exposure to process mapping or continuous improvement concepts (Six Sigma preferred).

Leadership Style

• Detail-oriented and execution-focused.
• Collaborative and service-oriented.
• Structured, disciplined, and quality-driven.
• Practical and focused on field usability and clarity.

Core Competencies

• Documentation governance, standardization, and program management.
• Operational writing and documentation clarity.
• Version control, review discipline, and audit readiness.
• Field usability and execution support.
• Cross-functional collaboration and stakeholder partnership.
• Continuous improvement and process simplification.

Reporting Relationships

Reports to the Director of Organizational Alignment.

Direct Reports : None.