Program Leader, Global Safety CX

About the Role

We're looking for a Program Lead to drive Safety Support's most critical global transformation and special projects. You'll lead cross-regional programs that consolidate and drive efficiencies across Safety support programs. These include standardizing support requirements, support design decisions, scaling automation and AI-enabled tooling, and getting new products, policies and business models operationally ready. You'll work across our global network of COEs and BPOs and partner closely with Product, Policy, Legal, Engineering and regional Ops leaders.

As our operating model evolves toward greater global consistency, this role turns strategy into scalable, governed and measurable programs. You'll own delivery end to end: scoping, roadmap, stakeholder alignment, execution and impact. You'll also have the autonomy to shape how we run Safety support for the next phase of growth. This is a high-visibility role for someone who wants to build a career here, not just hold a job.

What You’ll Do

• 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.

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