Program Manager, Critical Harm Operations

About the role

This role involves building robust operational systems and managing complex safety initiatives. You will address ambiguous problems, structure solutions, coordinate with various teams, and drive projects to completion. The position adapts to evolving critical harm priorities, focusing on operationalizing new workflows and scaling existing programs.

Key facts

What you'll do

• Lead the development of strategic operational workflows from initial concept to full implementation, including defining scope, owners, milestones, risks, and success metrics.
• Translate policy, safety, technical, legal, and operational constraints into actionable workflows, requirements, playbooks, and decision frameworks.
• Coordinate with internal and external partners, including User Ops leadership, Product Policy, Integrity, Safety Systems, Legal, Product, Engineering, and vendors, to resolve dependencies.
• Adapt to changing priorities by initiating new programs, stabilizing operations, refining handoffs, and transferring long-term ownership to appropriate teams.
• Analyze operational data and frontline feedback to identify bottlenecks, quality issues, capacity gaps, and areas for improvement.
• Manage high-priority escalations and cross-functional decisions, ensuring clear context, accountability, next steps, and follow-up.
• Establish and maintain program mechanisms such as roadmaps, decision logs, status updates, risk registers, and executive communications.
• Identify opportunities to use AI tools, automation, and simplified workflows to enhance speed, consistency, and scalability while maintaining human oversight.

Requirements

• 8 or more years of experience in program management, strategy and operations, product operations, technical program management, trust and safety, support operations, risk operations, or implementation.
• Proven ability to take complex, undefined problems from initial framing through successful launch and scaled operation.
• Exceptional organizational skills and a strong focus on execution, capable of managing multiple tasks while prioritizing key decisions.
• Ability to build trust and achieve alignment across teams without direct authority, while maintaining clear ownership and escalation paths.
• Technical and analytical understanding of data flows, dashboards, tooling, automation, and potential failure points, even without coding experience.
• Clear communication skills for technical, operational, policy, and executive audiences, especially when dealing with sensitive tradeoffs or incomplete information.
• Capacity to operate calmly and adaptably in a fast-paced environment, quickly learn new domains, and handle high-severity or sensitive tasks.
• Experience with vendor operations, quality assurance programs, launch readiness, workflow automation, or AI-assisted operations.

Nice to have

• Experience in customer support or other high-stakes scaled operations.
• Specific expertise in national security, violence, or other severe-harm domains.

Skills & tools

• Program management
• Strategic operations
• Workflow automation
• Data analysis
• Cross-functional coordination

Practical notes

Background checks are administered in accordance with applicable law. Qualified applicants with arrest or conviction records will be considered consistent with laws including the San Francisco Fair Chance Ordinance, Los Angeles County Fair Chance Ordinance, and California Fair Chance Act for US-based candidates. For unincorporated Los Angeles County workers, criminal history may be considered if directly related to job duties involving protection of computer hardware, return of hardware, maintaining confidentiality, and access to secure IT systems. Reasonable accommodations for disabilities are provided.