Workforce & Workflow Program Manager

Responsibilities

The Account, Search & Interaction Safety Team is a lean and agile group focused on safeguarding user interactions across Account, Search, Comment, and Messaging. Our mission is to respond quickly to evolving safety challenges by streamlining workflows, implementing efficient operational processes, and fostering cross team collaboration to proactively address risks.

The planning team ensures that safety operations are adequately resourced, optimized, and future-ready. By aligning workforce supply with business needs, managing vendors and internal capacity, and responding to real-time changes, the team plays a central role in maintaining service levels, productivity, and long term scalability of safety operations.

Responsibilities:
Moderation Queue & Management
- Own the end-to-end configuration of moderation queues, including creation, permission management, queue settings, policy collection binding, enqueue issue monitoring and completion monitoring to ensure smooth task distribution and governance. Seek tooling optimization for more feasible and efficient queue settings.

Efficiency Metrics Optimization
- Monitor and analyze key operational efficiency indicators such as Average Handling Time (AHT) and Utilization Rate (UR). Identify inefficiencies, surface trends, and recommend improvement actions to optimize productivity and maintain quality standards.

Project Readiness & Staffing for New Launches
- Ensure timely workforce readiness for new product or policy launches. Plan ramp-up timelines, align with training teams, and validate staffing sufficiency to meet forecasted volumes and SLA expectations.

Real-time Workforce Monitoring & Saturation Alerts
- Monitor active staffing levels and queue capacity to detect early signs of resource saturation. Provide timely warnings and mitigation strategies (e.g., reallocation, overtime, or temp staffing) to prevent operational bottlenecks.

Scenario Planning & Contingency Management
- Conduct scenario-based planning to account for potential volume surges, platform changes, or crisis events. Develop contingency plans to safeguard moderation continuity and maintain SLAs.

Stakeholder Collaboration & Communication
- Work closely with Product Ops, Vendor Management, QA, and Policy teams to align capacity plans with evolving business priorities and ensure shared visibility into staffing risks and mitigation plans.

Qualifications

Minimum Qualifications:
- Bachelor's degree or above in Mathematics, Statistics, Computer Science, Engineering, or a related field.
- At least 2 years of experience in data analysis, business analysis, or product operations.
- Familiarity with metrics system design, attribution analysis, and goal-setting methodologies.