Program Leader, Global Safety CX

About the Role

Basic Qualifications

• 6+ years in program management, operations, consulting or another fast-paced, project-based environment, including leading cross-functional programs end to end.
• 3+ years in large-scale customer operations (support operations, workforce management, or quality/auditing) or operations program management.
• Track record of delivering global or multi-region programs from scoping to measurable impact.
• Strong stakeholder management and negotiation skills, with the ability to influence across functions and time zones.
• Strong analytical skills: uses data to size problems, track KPIs and build clear narratives for senior leaders.
• Excellent written, verbal and presentation skills.

Preferred Qualifications

• Safety, Trust & Safety or other high-sensitivity customer support experience
• Program management experience across complex multi domain projects, coordinating with global stakeholders, and providing actionable insights
• Experience delivering automation, AI or tooling-enabled change with Product and Engineering partners, from requirements through adoption
• Proven success in process design, optimization, implementation and automation
• Strong business acumen and critical thinking skills to identify, report, and mitigate key business risks.
• Exceptional written and verbal communication skills across multiple functions and teams
• Strong experience working with global, cross-functional teams across multiple offices and territories
• Deep understanding of business operations and opposing pressures a business leader faces on a day to day basis

Responsibilities

• Lead global transformation and special projects for Safety Support end to end: scoping, roadmap, execution and measurable impact.
• Deliver program priorities through our global network of COEs and BPOs, combining human expertise with automation.
• Partner with Product and Engineering to scale automation and AI-enabled tooling, from business case through adoption.
• Own operational readiness for new products, policies and business models: agent training, knowledge base, SOP creation and testing, and content updates.
• Track program metrics (SLA, Quality, efficiency, adoption) and report on impact to stakeholders and leadership.
• Align Product, Policy, Legal, Engineering and regional Ops leaders across time zones, and set up feedback loops to drive improvements in accuracy, empathy and efficiency.