Operations Enablement Program Manager, User Safety & Risk Operations

About the Role

We are looking for an Operations Enablement Program Manager to build and scale the foundational operational systems that power USRO’s human review and safety workflows. This is the first dedicated operational enablement role within USRO and will help define the operating mechanisms, governance models, and planning systems that enable Trust & Safety operations to scale effectively over time. This role sits at the center of vendor performance, capacity planning, launch readiness, and workflow enablement, ensuring our operations are not only effective today but designed to scale with increasing volume, complexity, and automation.

You will partner closely with Global Safety Response, safety vertical leads, BPO partners, and Strategy/Systems teams to translate evolving safety needs into structured, repeatable operating mechanisms. This includes defining how work is staffed, how workflows are launched and supported, how vendor performance is managed, and how automation is integrated into day-to-day operations.

This is a high-impact role for someone who can operate across strategy and execution—bringing clarity to ambiguous problems, building durable systems, and reducing fragmented operational work across the organization. Success in this role means improving operational visibility, enabling faster and more reliable launches, and ensuring human review is efficient, scalable, and aligned with risk and quality goals.

Responsibilities

• Own capacity planning across FTE and BPO workflows, including staffing models, utilization, and forecasting.
• Define and evolve human review strategy, determining the right balance of automation, BPO, and FTE support.
• Drive launch readiness, including intake, prioritization, dependency tracking, and operational rollout planning.
• Monitor and improve queue health, SLA performance, and operational efficiency across BPO workflows
• Own operational governance across BPO partners, including performance management, escalation paths, SLA/KPI oversight, operational reviews, and structured remediation planning where needed.
• Partner cross-functionally with Global Safety Response, safety vertical leads, BPO Management, and Strategy/Systems to scale operations and improve execution.
• Identify and operationalize automation opportunities across capacity, review, and launch workflows.
• Build repeatable operating mechanisms for capacity planning, launch readiness, and workflow enablement.
• Create feedback loops from review operations into upstream systems, ensuring review insights improve policy, detection, tooling, automation design, and workflow quality.
• Develop decision frameworks for review investment, guiding when to scale BPO capacity, deepen FTE oversight, improve tooling, or automate based on risk, quality, cost, and workflow maturity.
• Build operational reporting and decision-making frameworks that provide leadership visibility into workflow health, capacity risk, launch readiness, vendor performance, and operational scaling constraints.

You Might Thrive In This Role If You

• Have experience building operational systems and governance mechanisms in high-growth, ambiguous environments where processes, ownership models, and operating structures are still being defined.
• Have 5+ years of experience managing and evaluating vendor/BPO performance, with a strong focus on quality, efficiency, and scale.
• Are highly cross-functional and can partner across policy, engineering, and operations to drive complex initiatives like launch readiness, capacity planning, workforce management and workflow health.
• Can operate fluidly between strategy and execution, turning ambiguous problems into clear, scalable systems and operating mechanisms.
• Are deeply analytical, using data to inform decisions on staffing, performance, cost and operational tradeoffs in high-stakes environments.
• Are AI-native and systems-oriented in your approach, using automation, tooling, and models to reduce operational friction, increase the leverage of human review, and build scalable operational infrastructure from the ground up.