Program Manager (AI Automation), Trust & Safety

About the team

The Automation Team works closely with Product, Engineering, Algorithms, Operations, and other departments to strategically drive moderation automation and AI initiatives and maximize impact and ensure goal attainment.

About the role

You will be working on initiatives such as: - AI agents that assist human moderators with decision-making - LLM-powered operational workflows - Prompt engineering and evaluation for moderation use cases - Automation solutions that reduce manual review effort while maintaining quality - AI quality monitoring and continuous model improvement - Human-in-the-loop systems combining AI and operational expertise

Responsibilities

• Lead end-to-end AI automation programs that improve the efficiency, quality, and scalability of Trust & Safety operations. - Develop prompts, workflows, and evaluation strategies for LLM-powered and AI agent solutions to improve operational outcomes. - Analyze AI model performance, including precision, recall, leakage, overkill, and human review quality, to identify improvement opportunities. - Use data-driven insights to optimize prompts, business rules, and automation logic to continuously improve AI performance. - Build monitoring frameworks and dashboards to measure AI adoption, model quality, operational efficiency, and business impact. - Drive experimentation through pilots and A/B testing to validate new AI capabilities before large-scale deployment. - Translate operational pain points into technical requirements and partner with Product and Engineering teams to influence product roadmap prioritization. - Coordinate multiple cross-functional initiatives across Product, Engineering, ML, Policy, and Operations teams while managing risks, dependencies, and delivery timelines. - Communicate program progress, technical findings, and strategic recommendations to leadership stakeholders.