Automation Program Manager - Trust and Safety
Responsibilities
The Automation Team works closely with Product, Engineering, Algorithms, Operations, and other departments to strategically drive moderation automation and AI initiatives and maximize impact and ensure goal attainment. We are seeking a talented, highly-organized, and self-motivated Program Manager to oversee the end-to-end management of our automation initiatives. This role will be critical in formulating and implementing operational processes to support automation launches, conducting deep-dive analyses into moderation cases to identify optimization opportunities, and rolling out new tools to maximize productivity and enhance moderation quality.
Responsibilities:
- Develop and manage operational roadmaps for automation initiatives, and coordinate execution across cross-functional teams (Product, Engineering, Algorithms, Operations).
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- Perform data analysis on model performance (leakage and overkill cases) to provide feedback and continuously improve the accuracy of moderation execution.
- Define program objectives, scope, and success criteria in collaboration with stakeholders to pilot and scale AI/ML tools designed to assist human moderation.
- Establish robust monitoring mechanisms for AI tools, leveraging user feedback and performance metrics to derive strategic insights that inform process renovation and guide prompt enhancements for optimal AI tool adoption.
- Maintain clear communication channels with stakeholders to provide regular updates on program status, milestones, and key performance indicators (KPIs).
- Accurately assess the urgency of issues and escalate them (internally and/or externally) as appropriate.
Qualifications
Minimum Qualifications
- 5+ years of relevant experience in program/project management, business operations, or related fields.
- Strong analytical and structured problem-solving skills, with a proven ability to interpret data to drive continuous improvements.
- Demonstrated ability to methodically manage and execute multiple concurrent projects effectively within a fast-paced, international setting, leveraging influence and trust to lead and align cross-functional stakeholders.
- Outstanding spoken and written communication skills in English.
- Bachelor's degree or equivalent.
Preferred Qualifications
- Proven project experience in Machine Learning (ML) or Large Language Model (LLM) related initiatives, coupled with proficiency in defining and managing complex program schedules.
- Proven experience in the Trust & Safety domain, mass service team management, or a closely related field, preferably at a technology or service operations platform.
- Familiarity with AI agent product concepts or experience using agent tools in a professional setting.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
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