CrawlJobs Logo

Director, Global Customer Care

https://www.circlek.com Logo

Circle K

Location Icon

Location:
United States of America , Tempe

Category Icon
Category:
Customer Service

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

Circle K seeks an experienced and visionary Director of Global Customer Care to redefine how we serve millions of customers worldwide. This pivotal role blends strategic transformation with day-to-day operational leadership to evolve our Customer Care function from a traditional cost center into a value-driving, experience-led organization.

Job Responsibility:

  • Architect and execute a bold, multi-year roadmap that redefines customer service as a strategic asset
  • Integrate Customer Care into the enterprise value chain, supporting loyalty, retention, brand differentiation, and digital engagement
  • Influence and align executive stakeholders across Operations, Technology, Marketing, Digital, and Product to embed customer strategies into core business initiatives
  • Serve as the Voice of the Customer (VOC) at the leadership table, integrating customer insights into company-wide decisions
  • Drive North America operational excellence, optimizing KPIs like NPS, CSAT, AHT, SLA, and cost-to-serve across BPO and internal teams
  • Cultivate a winning partnership with BPO vendors, holding them accountable to commercial terms, service-level agreements, and performance commitments while driving operational efficiency, productivity gains, and continuous improvement
  • Lead and inspire a high-performance global team, fostering a culture of accountability, agility, and innovation across onshore and offshore teams
  • Lead strategic portfolio and investment planning, prioritizing initiatives and demonstrating ROI and customer value
  • Establish global governance and standardization, creating playbooks and frameworks to harmonize execution across markets and functions
  • Deploy and maximize next-gen customer care technologies, including Salesforce Service Cloud, Genesys, AI chat, and automation to boost self-service, deflection, and personalization
  • Ensure technology integration drives value realization and supports digital transformation goals
  • Own the end-to-end customer care journey across all channels and markets, ensuring consistent, seamless, emotionally resonant experiences
  • Drive innovation in customer-centric process design, simplifying and modernizing service delivery while reducing customer and agent effort
  • Champion a data-driven, insight-led culture, leveraging VOC, root cause analysis, and performance data to fuel continuous improvement

Requirements:

  • Bachelor’s degree required
  • MBA or relevant advanced degree preferred
  • 10+ years of progressive leadership experience preferred, in global customer experience, service operations, product management
  • transformation, digital strategy, or related fields—ideally in high-growth, customer-centric organizations, including a minimum of seven years of management responsibility
  • Proven ability to design and lead enterprise-scale transformation agendas, integrating automation, AI, and advanced technologies (e.g., Salesforce, Genesys) to modernize the customer journey and elevate service delivery
  • Proven success leading large-scale, global customer care operations, including management of BPOs, contact center teams, and multi-channel service delivery models
  • Demonstrated success in growing, developing, and retaining high-performing teams while fostering a culture of trust, inclusion, and engagement
  • Exceptional storyteller with strong executive presence and communication skills
  • Track record of delivering measurable improvements in NPS, CSAT, FCR, AHT, and cost-to-serve while simultaneously elevating customer satisfaction and agent performance
  • Deep curiosity and understanding of customer behavior, digital trends, and service design principles
  • Skilled in cross-functional leadership and collaboration
  • Strong commercial acumen and decision-making ability
  • Highly adaptable, intellectually curious, and motivated by innovation, transformation, and delivering best-in-class customer experiences at scale
What we offer:
  • Competitive Group Benefits Program: Complete benefits packages (medical, dental, vision etc)
  • 401 K: Plan for your future and retire with peace of mind with our 401 K plan, helping you build a secure financial future
  • Stock Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Circle K
  • Paid Time Off: Recharge and rejuvenate with paid time off
  • Employee Discounts: Enjoy our People Perks which allows for great discounts on food and fuel, making it even easier to fuel up and stock up on your favorite goodies
  • Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication
  • Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential
  • Winning Culture: Fortune 500 company and a 3-time Gallup Exceptional Workplace Award Winner

Additional Information:

Job Posted:
June 10, 2025

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Circle K - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Director, Global Customer Care

Director Patient Care Services - Emergency Department

The TMC Emergency Department is the busiest Emergency Department in Southern Ari...
Location
Location
United States , Tucson
Salary
Salary:
Not provided
tmcaz.com Logo
Tucson Medical Center
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Master’s degree in Nursing or related field required
  • Eight (8) years of nursing experience in an acute care setting required
  • Current RN licensure permitting work in the State of Arizona required
  • Knowledge of critical care techniques, tools and responses required to ensure optimal patient care
  • Knowledge of processes and procedures to follow during a rapid response, code, or stroke call
  • Knowledge of surgery specialties and how to prepare, assess and provide post-operation patient care to ensure best practices are followed
  • Knowledge of infectious diseases, OSHA and CMS requirements, microbiology and surveillance practices for infection control
  • Skill in evaluating performance and recommending improvements
  • Skill in developing and managing budgets
  • Skill in developing training materials and educating staff in the proper responses for critical care issues
Job Responsibility
Job Responsibility
  • Assists in the organization and administration of Emergency Department as the Director Patient Care Services
  • Analyzes nursing and ancillary services to improve quality of patient care and attains maximum utilization of staff time and resources
  • Assumes other responsibilities delegated by Chief Nursing Officer
  • Manages operations for quality 24/7 patient care and for the management of an optimal work environment for employees
  • Supervises staff involving interviewing and hiring, training, and performance evaluation
  • establishes specific performance standards and measures for work
  • confronts others directly and respectfully when performance does not meet expectations
  • Oversees assigned budgets, including projections and reconciliation
  • understands implications of TMC business decisions on bottom line and manages activities to produce results to support business decisions
  • Identifies areas where costs per unit can be optimized, prioritizes which projects will have greatest returns, and ensures quality results are realized in a timely manner
  • Fulltime
Read More
Arrow Right

Director, Customer Care

GoFundMe is searching for our next Director, Customer Care to lead our frontline...
Location
Location
Ireland , Dublin
Salary
Salary:
Not provided
gofundme.com Logo
GoFundMe
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 7-10+ years of customer care, customer experience, or customer operations leadership, ideally with global scope within a marketplace technology platform (servicing B2B & B2C customers)
  • Proven experience scaling a support organization across geographies and channels
  • 3+ years experience building customer journeys between internal and vendor partners (BPOs) that optimize customer experience
  • Deep operational expertise (metrics, workforce planning, support technologies, automation, self-service)
  • Track record of driving measurable improvements in customer satisfaction, retention, first-contact resolution, cost to serve
  • Exceptional strategic thinking, strong business acumen, ability to influence senior leadership and cross-functional teams
  • Excellent communication skills, ability to simplify complex operations for senior stakeholders
  • Alignment with mission-driven organisations, strong empathy for users and customers
Job Responsibility
Job Responsibility
  • Define the global strategy for Customer Care across GoFundMe, aligning with business goals
  • Serve as the voice of the customer within the leadership team
  • embed customer insight into product, trust & safety, marketing and operations decisions
  • Lead our frontline care experience: front-line agents, escalation teams, international support, vendor/BPO relationships
  • Evolve and track key performance metrics (CSAT, NPS, First Contact Resolution, Average Handle Time, Cost to Serve, Case Deflection, Escalation Rate) and ensure continuous improvement
  • Introduce process optimization, automation, AI/chatbot/self-service capabilities, workforce planning and analytics to scale effectively and cost-efficiently
  • Manage global staffing, budgets, resource allocation, quality assurance, training programs, and vendor management
  • Effective, human driven service delivery during moments of crisis
  • Organizing special response teams to operate cross functionally ensuring Gofundme is best able to service those most in need
  • Ensure seamless experience for our users: individual fundraisers, donors, nonprofits and non-profits
What we offer
What we offer
  • Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year
  • Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere
  • Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together
  • Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits
  • Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being
  • Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow
  • Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups
  • Community Engagement: Make a difference through our volunteering program
Read More
Arrow Right
New

Senior Director, Global Medical Affairs – Front Line Care

Senior Director, Global Medical Affairs – Front Line Care (FLC) is the senior me...
Location
Location
United States , Skaneateles Falls
Salary
Salary:
280000.00 - 385000.00 USD / Year
https://www.baxter.com/ Logo
Baxter
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8-10+ years of industry experience, including meaningful experience in MedTech
  • 5+ years of strategic leadership/management experience, including people leadership in a matrixed environment
  • Demonstrated experience developing and implementing global evidence roadmaps
  • Leading/partnering on clinical evidence strategy, scientific communications, and cross-functional decision-making
  • Strong understanding of the U.S. and Global regulatory and healthcare environment including EuMDR and notified bodies requirements
  • Proven track record to operate with high integrity and in alignment with compliance standards
  • Demonstrate solid proficiency in study build, clinical trial methodology
  • Applicants must be authorized to work for any employer in the U.S.
  • We are unable to sponsor or take over sponsorship of an employment visa at this time
Job Responsibility
Job Responsibility
  • Define and implement the FLC Global Medical Affairs strategic plan and critical evidence priorities
  • Provide senior medical leadership and decision support for business strategy, innovation, and new product development
  • Translate clinical, scientific, and customer insights into clear strategic recommendations and measurable execution plans
  • Ensure strong expertise in study build, clinical trial methodology, and evidence-generation guidelines
  • Develop global clinical evidence roadmap enabling execution of the global business priorities
  • Lead the evidence-generation strategy across the product lifecycle
  • Accountable for Baxter-sponsored clinical research for FLC, ensuring scientific integrity and compliance with Good Clinical Practice (GCP)
  • Create appropriate partnerships internally and externally to develop health economics & outcomes research (HEOR) needs
  • Develop and lead 3rd party relationships (e.g. CROs) as required to implement study deliverables
  • Serve as a senior representative for FLC with KOLs, professional societies, advisory boards, and scientific conferences
What we offer
What we offer
  • Medical and dental coverage that start on day one
  • Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
  • Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
  • 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
  • Flexible Spending Accounts
  • Educational assistance programs
  • Paid holidays
  • Paid time off ranging from 20 to 35 days based on length of service
  • Family and medical leaves of absence
  • Paid parental leave
  • Fulltime
Read More
Arrow Right
New

Senior Director, Global Medical Affairs – Front Line Care

Senior Director, Global Medical Affairs – Front Line Care (FLC) is the senior me...
Location
Location
United States , Skaneateles Falls
Salary
Salary:
280000.00 - 385000.00 USD / Year
https://www.baxter.com/ Logo
Baxter
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8-10+ years of industry experience, including meaningful experience in MedTech
  • 5+ years of strategic leadership/management experience, including people leadership in a matrixed environment
  • Demonstrated experience developing and implementing global evidence roadmaps
  • Leading/partnering on clinical evidence strategy, scientific communications, and cross-functional decision-making
  • Strong understanding of the U.S. and Global regulatory and healthcare environment including EuMDR and notified bodies requirements
  • Proven track record to operate with high integrity and in alignment with compliance standards
  • Demonstrate solid proficiency in study build, clinical trial methodology
  • Applicants must be authorized to work for any employer in the U.S.
  • We are unable to sponsor or take over sponsorship of an employment visa at this time
Job Responsibility
Job Responsibility
  • Define and implement the FLC Global Medical Affairs strategic plan and critical evidence priorities in collaboration with business partners
  • Provide senior medical leadership and decision support for business strategy, innovation, and new product development across the FLC portfolio and regions
  • Translate clinical, scientific, and customer insights into clear strategic recommendations and measurable execution plans
  • Ensure strong expertise in study build, clinical trial methodology, and evidence-generation guidelines
  • Develop global clinical evidence roadmap enabling execution of the global business priorities
  • Lead the evidence-generation strategy across the product lifecycle (pre-launch through post-market)
  • Accountable for Baxter-sponsored clinical research for FLC, ensuring scientific integrity and compliance with Good Clinical Practice (GCP)
  • Create appropriate partnerships internally and externally to develop health economics & outcomes research (HEOR) needs and execution for HEOR evidence
  • Develop and lead 3rd party relationships (e.g. CROs) as required to implement study deliverables
  • Serve as a senior representative for FLC with KOLs, professional societies, advisory boards, and scientific conferences
What we offer
What we offer
  • Medical and dental coverage that start on day one
  • Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
  • Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
  • 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
  • Flexible Spending Accounts
  • Educational assistance programs
  • Paid holidays
  • Paid time off ranging from 20 to 35 days based on length of service
  • Family and medical leaves of absence
  • Paid parental leave
  • Fulltime
Read More
Arrow Right

Manager Safety Regional Operations

We are seeking a dedicated and enthusiastic candidate to provide exceptional Cus...
Location
Location
United States
Salary
Salary:
140000.00 - 175000.00 USD / Year
airbnb.com Logo
Airbnb
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 8+ years of progressive experience in a trauma informed customer service organization or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
  • Demonstrable experience in driving improved performance of teams as a manager
  • Deep expertise in the management of highly sensitive and complex crisis case situations
  • Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
  • Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
  • Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
  • Ability to work weekend days, holidays, and on-call required
  • Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
  • Background in the delivery of trauma informed care with a specialization in trauma and crisis management
  • Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
Job Responsibility
Job Responsibility
  • Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
  • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
  • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching
  • must be able to create a performance development strategy/plan for your service(s)
  • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed
  • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings
  • For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling
  • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
  • Drive performance at the team manager, regional, and service level
  • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
What we offer
What we offer
  • bonus
  • equity
  • benefits
  • Employee Travel Credits
  • Fulltime
Read More
Arrow Right

Associate Director, Investigations

The Associate Director, Investigations provides senior leadership and advanced s...
Location
Location
United States , Alpharetta
Salary
Salary:
154000.00 - 180000.00 USD / Year
avanos.com Logo
Avanos
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree or its non-U.S. equivalent – required
  • Advanced degree, including MBA, JD, or equivalent - required
  • 7+ years of experience at a medical device, pharmaceutical, or other healthcare organization implementing a compliance program or other complementary job experience (such as roles within Internal Audit, Finance or Legal functions)
  • Expertise in Marketing or other fields will be considered upon demonstration of skill sets needed to perform the job duties
  • Experience in Healthcare industry – Device, Pharma, or Biotech is preferable
  • English language fluency required
  • Valued Advisor to business leaders with experience finding solutions to complex ethical issues
  • Excellent research, writing, and communication skills, and excellent ability to analyze complex matters and present them simply and clearly
  • Excellent organizational and time management skills with the ability to prioritize and manage a heavy and multi-directional workload
  • Demonstrates Integrity and commitment to the highest ethical standards and personal values
Job Responsibility
Job Responsibility
  • Oversight: Supports the implementation of the Global Compliance Program under the direction of the Chief Ethics & Compliance Officer
  • Risk Assessment Activities: Supports the annual Risk Assessment and reviews activity-specific plans by the business teams
  • Third Party Management: Leads the Third Party Seller and Non-seller Third Party (NSTP) compliance management and initiatives
  • Investigations: Leads the investigations into Ethics & Compliance related issues, allegations, or identified areas of risk
  • Helpline: Owns the helpline vendor relationship and managements the system, data flows and communications with internal and external stakeholders
  • Corrective Actions: Implements and tracks appropriate and consistent corrective actions for identified compliance issues and assessment activities
  • Written Standards: Provides support on the drafting, implementation and communication of Compliance-related policies and procedures
  • Program Management: Implements actions as specified in the annual work plan and KPIs
  • Training and Communications: Supports the implementation of the annual training and education plans
  • Monitoring and Auditing: Supports the Audit, Monitoring and Investigations teams in activities as required
What we offer
What we offer
  • benefits on day 1
  • free onsite gym
  • onsite cafeteria
  • HQ region voted 'best place to live' by USA Today
  • uncapped sales commissions
  • generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting
  • attractive incentive compensation program
  • Fulltime
Read More
Arrow Right

Director of Manufacturing Operations – Players & Remotes

We are seeking a Director of Manufacturing Operations – Players & Remotes with a...
Location
Location
United States , San Jose
Salary
Salary:
285000.00 - 305000.00 USD / Year
roku.com Logo
Roku
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years in operations, technical program management, or manufacturing leadership with direct accountability for product launches
  • Deep knowledge of manufacturing processes including FATP, SMT, NPI validation, reliability testing, yield analysis, and supplier capacity planning
  • Track record of supplier collaboration to drive yield, cost, and quality improvements
  • Experience with DFx, alternate sourcing, automation, and packaging optimization
  • Strong leadership and communication skills with the ability to influence executives and align global teams
  • Bachelor’s degree required
  • advanced degree in Engineering, Supply Chain, or Business preferred
  • Role requires 15-20% international travel
Job Responsibility
Job Responsibility
  • Lead program planning and supplier execution for Roku’s Players and Remote product lines
  • Bring Program Management, Technical Operations, and Quality together into a single operating model for the organization
  • Keep executives aligned through clear reporting on readiness, risks, and tradeoffs
  • Build repeatable ways of working that improve launch speed and product quality over time
  • Work with ODMs and suppliers on production readiness, line bring-up, and ramp-to-volume
  • Drive capacity planning and risk assessments to support stable volume production
  • Step in on supplier escalations around production, yield, reliability, and quality to ensure rapid recovery
  • Spend meaningful time onsite in Asia to build trust and solve problems on the factory floor
  • Onsite supplier support for NPI development (e.g. Proto, EVT, DVT)
  • ensuring proper engineering rigor and appropriate validation to support product ramp requirements
What we offer
What we offer
  • health insurance
  • equity awards
  • life insurance
  • disability benefits
  • parental leave
  • wellness benefits
  • paid time off
  • global access to mental health and financial wellness support and resources
  • commuter benefits
  • retirement options (401(k)/pension)
  • Fulltime
Read More
Arrow Right

Customer Success Director

Microsoft is on a mission to empower every person and every organization on the ...
Location
Location
Norway , Oslo
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Executive presence with the ability to engage confidently in CxO and BDM‑level discussions
  • excellent interpersonal, verbal, written, and presentation skills
  • Proven ability to build trust, form alliances, and lead cross‑functional teams toward shared outcomes
  • People management experience, ideally leading managers (MoM)
  • Empathy, curiosity, continuous‑learning mindset, and strong drive for results
  • Strong escalation and crisis‑management experience
  • Demonstrated technical leadership through coaching, technical strategy, or similar leadership roles
  • Background in engineering, technical sales, consulting, or delivery management (or equivalent)
  • Solid understanding of Applications & Infrastructure and enterprise cloud workloads
  • Ability to stay current on Azure innovations, scenarios, and evolving cloud capabilities
Job Responsibility
Job Responsibility
  • People Leadership (People Manager & Manager of Managers): Deliver success through empowerment, accountability, and care — role model Microsoft’s leadership behaviors
  • Build, attract and retain world‑class teams through intentional talent management, diversity & inclusion, and structured coaching
  • Cloud & Technical Leadership: Serve as an executive‑level sponsor for high‑consumption customers and partners
  • Act as the consumption thought leader for the subsidiary, guiding technical strategy and advising leadership teams
  • Build and maintain trusted relationships with senior technical decision‑makers (CIO, CTO, Chief Architect, Technical Fellows)
  • Leverage deep technical knowledge and Cloud Solution Architect resources to guide cloud adoption and technology roadmaps
  • Advocate customer needs to Microsoft Product & Engineering, influencing roadmap and product improvements and coach teams to be proactive, agile, and deeply connected to the customer voice
  • Business Leadership: Bring strong understanding of cloud economics, subscription business models, and project‑based services
  • Drive cloud consumption results across solution areas, ensuring customer value realization and business impact
  • Stay ahead of demand by proactively building next workloads and identifying new opportunity areas
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy