Program Leader, Safety Access Reviews and Fairness

About the Role

This is an exciting opportunity for a highly motivated and principle-driven professional to make a significant global impact on user safety and platform integrity. This critical role sits within the global Safety Access and Investigations team and reports directly to the Senior Program Leader of Safety Access and Investigations. It is a part of our Global Platform Integrity team in Community Operations.As Program Lead, you will be the driving force behind ensuring our most sensitive safety operations are fair, effective, and built on sound data governance principles. If you are passionate about blending strategic program management with complex decisions and are ready to tackle difficult challenges at scale in a fast paced environment, this role is for you.

What the Candidate Will Do

• Strategic Alignment and Scoping: Define, scope, and prioritize programs and projects that directly contribute to the broader Safety Support and Account Access goals.
• Process Optimization and Standardization: Lead the effort to identify, analyze, and implement programmatic change through rigorously evaluation.
• Cross-Functional Consensus Building: Build and maintain consensus among diverse stakeholder groups to effectively drive and champion process and policy optimization and product enhancements.

• Operational Documentation and Requirements: Develop global program requirements, write, and continuously update Standard Operating Procedures (SOPs) for Review Center agents and Subject Matter Experts (SMEs).
• Data Integrity and Governance: Partner closely with Data Analytics, Global Actioning, and Product stakeholders to define processes that ensure data integrity, proper data collection, and documentation guidelines are strictly followed across investigation workflows.
• Safety Access Program Implementation: Define and provide global program requirements for Review Center standards and processes. Work closely with frontline and cross-functional teams to ensure seamless and accurate implementation of process.
• Policy and Product Implementation: Lead the implementation of policy standard changes and core product updates as they relate to the Review Center and Safety Access at large.

• High-Stakes Escalation Management: Lead problem-solving for Review Center escalations, driving rapid resolution and alignment on complex issues with senior leadership and cross-functional partners.
• Quality and Fairness Insights: Collaborate with Review Center SMEs to conduct in-depth program insights and root cause analysis for agent escalations and drive program enhancements.

• Education: Bachelor's Degree or equivalent professional experience
• Minimum 5 years in Program Management Excellence: Proven ability to function as a strong and experienced Program Manager, capable of overseeing complex initiatives, managing stakeholders, and driving projects to successful completion.

• Data Governance and Impact Analysis: Deep understanding of data governance principles, specifically how data collection and documentation guidelines directly impact the quality, reliability, and utility of information derived from investigation and analysis processes.
• Vulnerable Population Support: A professional background in customer service, crisis support hotlines, or similar roles.
• Empathy and De-escalation: Experience applying empathy, discretion, and expert-informed practices while handling sensitive, confidential, and potentially high-stress situations.
• Direct experience working with product teams to create or improve CRM tools or other agent-facing support/investigation products used to manage case intake, documentation, and resolution workflows.
• Executive Communication and Stakeholder Trust: Polished and articulate communication style, with experience in presenting complex information clearly and concisely to senior and executive audiences. Proven ability to build trust and strong working relationships across diverse internal teams.
• Process Improvement and Strategic Thinking: Experience in identifying and analyzing process opportunities and implementing strategic, programmatic improvements.
• Exceptional Judgment and Decision-Making: Demonstrated capacity for exceptional judgment in high-stakes environments, with the ability to make difficult decisions on complex issues rapidly and accurately.