Program Manager, Trust & Safety - USDS

Responsibilities

Team Intro
The Optimization and Planning team will serve as the strategy and operations systems optimization arm of the USDS T&S Operations pillar. The team is responsible for translating business demands into system solutions to be executed by operations teams, and enhancing cross-functional processes needed to execute safety strategies requiring operations work. This team will work horizontally across the Operations teams to align strategies and drive teams forward together on initiatives.

USDS Trust & Safety Optimization and Planning may be exposed to harmful content as part of their core day-to-day functions, as well as in project work; in response to escalation requests; or by chance.
Some content viewed my violate our community guidelines, which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
- Problem Solving: Proactively identify and address emerging issues that can adversely affect the business. Utilize your analytical skills to measure the impact of these issues, advocating for scalable solutions.
- Process Improvement: Identify opportunities for process improvements and efficiency gains within the program and broader organizational context.
- Project Management: Lead and manage end-to-end programs from ideation to delivery, particularly within a Trust & Safety context.
- Collaboration: Maintain regular communication with stakeholders and leadership to update them on issues and mitigation strategies are appropriately prioritized. Work across various teams including but not limited to Finance, Product, Data Science, Product Safety, Legal and Risk & Compliance to support TnS operations. Prepare and present program updates, reviews, and recommendations.
- Communication: Foster effective communication and collaboration among all program stakeholders.
- Influence: Engage and influence stakeholders at every level of organization, clearly communicate tradeoffs to support sustainable growth.
- Attention to Detail: High attention to detail with the ability to manage multiple projects simultaneously without sacrificing quality.
- Develop comprehensive program plans, including timelines, resource allocation, and budget requirements.
- Translate strategic objectives into actionable program roadmaps.
- Regularly communicate program status, risks, and achievements to senior leadership and relevant stakeholders.
- Manage stakeholder expectations and navigate conflicting priorities.

Qualifications

Minimum Qualifications:
- 4+ years of work experience in program management, process optimization and /or managing cross-functional projects and stakeholders; ideally in Trust & Safety.
- Exceptional written and verbal communication skills across multiple functions and teams -- natural storyteller and consensus builder
- Strong problem-solving skills
- Risk Management: Demostrate expertise in applying risk management frameworks effectively.
- Analytical Skills: Strong capability in extracting insights from data, summarizing learning, and making data-driven decisions.

Preferred Qualifications:
- Operational Excellence: In-depth knowledge of business operations with the ability to manage and prioritize under competing pressures.
- Problem Solving/Storytelling: Skilled in tackling problems, simplifying them and clearly communicating to broader stakeholder group. Must be adept at building and maintaining strong relationships.
- Adaptability: Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.