Program Manager, Critical Harm Operations

Details

Critical Harm Operations sits within User Safety & Risk Operations and builds enforcement systems for Frontier Risk and Material Harm that are accurate, fast, defensible, and built to scale. The team turns policy intent into operational readiness, review standards, quality systems, escalation paths, automation guardrails, and durable cross-functional operating models.

The role involves building durable operating systems and running complex safety operations. The position moves across Critical Harm priorities as needs evolve, including national security or violent-activities workflows, wellbeing and Frontier Risk initiatives, and programs such as Trusted Access. Deep domain expertise is helpful but not required; strong candidates should learn quickly, exercise excellent judgment, and make complex programs move.

Responsibilities

• Lead strategic operational builds across priority workflows from problem statement through implemented operating model, including scope, owners, milestones, risks, success measures, and execution cadence.
• Translate policy, safety, technical, legal, and operational constraints into workflows, requirements, playbooks, escalation paths, and decision-making structures.
• Coordinate with User Operations leadership, Product Policy, Integrity, Safety Systems, i2, Legal, Product, Engineering, Support, vendors, and other partners to resolve dependencies and keep critical work moving.
• Stand up new programs, stabilize operations, improve handoffs, and transition durable ownership to the appropriate team as priorities shift.
• Use operational data and frontline signals to identify bottlenecks, quality gaps, capacity needs, ownership failures, and high-leverage interventions.
• Drive high-priority escalations and cross-functional decisions to closure with the appropriate context, accountable owners, clear next steps, and durable follow-up.
• Create roadmaps, decision logs, status updates, risk registers, operating reviews, and executive communications.
• Identify opportunities for AI tools, automation, lightweight systems, and simpler workflows to improve speed, consistency, and scale while preserving appropriate human judgment.

Requirements

• 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.
• Highly organized, sharp, and execution-focused, with the ability to manage many moving pieces while prioritizing key decisions.
• Ability to build trust and drive alignment across teams without direct authority while keeping ownership, accountability, and escalation paths clear.
• Technical and analytical fluency sufficient to reason about data flows, dashboards, tooling gaps, automation, and failure modes, even without writing production code.
• Clear communication skills with technical, operational, policy, and executive audiences, particularly 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.

Nice to Have

• Experience in customer support or other high-stakes scaled operations.
• Deep expertise in national security, violence, or other severe-harm domains.

Benefits

• Equity, performance-related bonuses for eligible employees, and benefits including medical, dental, and vision insurance.
• Employer contributions to Health Savings Accounts; pre-tax FSA, dependent care, and commuter accounts.
• 401(k) retirement plan with employer match.
• Paid parental leave, medical leave, and caregiver leave.
• Paid time off, paid company holidays, office closures, and paid sick or safe time.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily office meals and eligible meal delivery credits.
• Relocation support for eligible employees.