Program Manager (Oncall Escalation), Trust & Safety

About the team The team is responsible for translating business demands into system and workflow solutions executed by operations teams, while constantly enhancing the tools, processes and metrics for sustainable operational excellence. We do this through business product intake, execution of safety strategies requiring operation work, designing and implementing systems, process and tooling solutions, and conducting comprehensive operations analysis and reporting.

About the role We are looking for a strategic Oncall Escalation Program Manager to design and scale a cross-LOB Trust & Safety escalation management system. This role will own the end-to-end escalation framework, including governance, workflows, metrics, tooling, and continuous improvement mechanisms. You will act as the central driver to ensure timely, consistent, and high-quality incident response, 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

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