Program Manager, Critical Harm Operations
$252,000–$280,000 year
RemoteUnited States or San Francisco, California, United States
Job Summary
Lead strategic operational builds across priority workflows, translating policy, safety, technical, and legal constraints into executable playbooks, escalation paths, and decision-making structures. Coordinate with User Ops leadership, Product Policy, Integrity, Safety Systems, Engineering, and vendors to resolve dependencies and drive high-priority escalations to closure. Use operational data and frontline signals to identify bottlenecks and quality gaps, then create mechanisms like roadmaps, decision logs, and risk registers to ensure programs run well. Identify opportunities to improve speed and scale through AI tools, automation, or simplified workflows while preserving human judgment. Move across critical harm priorities as needs evolve, stabilizing operations and transitioning durable ownership to the right teams.
Required Qualifications
- 8+ years of experience in program management, strategy and operations, product operations, technical program management, trust and safety, support operations, risk operations, implementation, or a related field
- Track record of taking complex, ambiguous work from problem framing through launch and scaled operation
- Unusually organized, sharp, and execution-focused; ability to manage many moving pieces without losing the few decisions that matter most
- Ability to build trust and drive alignment across teams without direct authority, while keeping ownership, accountability, and escalation paths clear
- Technical and analytical fluency to reason about data flows, dashboards, tooling gaps, automation, and failure modes
- Ability to communicate clearly with technical, operational, policy, and executive audiences, especially when tradeoffs are sensitive or evidence is incomplete
- Ability to operate calmly and flexibly in a fast-moving environment, learn new domains quickly, and handle high-severity or sensitive work
- Experience with vendor operations, QA programs, launch readiness, workflow automation, or AI-assisted operations
Desired Qualifications
- Experience in customer support or other high-stakes scaled operations
- Deep expertise with national security, violence or other severe-harm domains
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