Program Manager (Oncall Escalation), Trust & Safety

sponse, while building a scalable system that balances risk mitigation, operational efficiency, and stakeholder trust.

Responsibilities

• Define and own the end-to-end on-call strategy, operating model, and process architecture, including standardized SOPs, metrics, SLAs, and decision frameworks to ensure scalability, consistency, and clear accountability
• Design and govern a unified, cross-LOB on-call ecosystem, establishing clear ownership, decision rights, and escalation standards to enable seamless coordination across regions and functions
• Establish a structured RCA and risk management framework to identify systemic gaps across policy, tooling, and operations, and drive preventative actions to reduce recurring escalations
• Drive continuous improvement of the on-call system through closed-loop mechanisms, leveraging data insights, automation, and optimization to enhance efficiency, quality, and cost effectiveness
• Lead cross-functional alignment and stakeholder communication, acting as the central point of coordination to ensure clarity, speed, and effectiveness in escalation management

Qualifications

Minimum Qualifications

• 3+ years in Trust & Safety, Incident Management, Operations, or Program Management
• Proven experience in building escalation or incident management systems from scratch
• Strong analytical skills with experience in metrics design and data-driven decision making
• Experience managing cross-functional and global stakeholders
• Ability to operate in challenging and ambiguous environments

Preferred Qualifications

• Experience in Trust & Safety / Risk / Integrity domains
• Familiarity with SRE / incident management frameworks (e.g., PagerDuty, ServiceNow, etc.)
• Experience managing BPO/vendor operations
• Strong understanding of RCA methodologies and quality systems
• Experience in automation/tooling / AI-driven ops