Program Manager - Quality & Training (Safety Operations)

ABOUT THE ROLE:

The Program Manager, Quality & Training will lead the strategy, development, and execution of Safety Operations’ quality and learning programs. This role is responsible for building scalable systems that improve moderator performance, strengthen critical thinking, and elevate decision-making accuracy.

Reporting to the Manager of Safety Operations & Enablement, this individual will manage two Safety Trainers and oversee the full lifecycle of training and quality initiatives—from program design and forecasting to delivery, measurement, and continuous improvement. This is a highly visible role that directly influences operational excellence, content integrity, and product trust.

RESPONSIBILITIES:

• Develop and execute a comprehensive, automation-first quality and training strategy aligned with Safety Operations and product objectives.
• Integrate AI tools and workflow improvements into learning and quality processes.
• Build scalable onboarding and continuous learning frameworks to support workforce growth.
• Align training and quality initiatives with hiring scales, operational shifts, and performance trends.
• Design and refine training programs focused on policy interpretation, critical thinking, AI tool utilization, and moderation accuracy.
• Create facilitator guides, learning materials, assessments, and reinforcement mechanisms.
• Lead and facilitate training sessions as needed.
• Implement and oversee quality assurance processes, including audits, calibrations, and accuracy tracking.
• Define and monitor KPIs such as quality scores, policy adherence, decision consistency, and training effectiveness.
• Conduct root-cause analysis and implement corrective actions to improve performance outcomes.
• Manage and develop two Safety Trainers, ensuring high-quality facilitation and consistent delivery standards.
• Provide coaching, performance feedback, and professional development support.
• Partner with Product, Policy, and Operations teams to ensure training aligns with evolving platform standards.
• Support compliance and certification initiatives as required.

BASIC QUALIFICATIONS:

• Bachelor’s degree in Education, Business, Operations, Human Resources, or a related field.
• 5+ years of experience in program management, training development, quality assurance, or operational enablement.
• Familiarity with AI tools and experience embedding technology into workforce workflows
• Proven experience designing and scaling training programs tied to measurable performance improvements.
• Experience implementing quality frameworks and using data to drive operational decisions.
• Prior people management experience with direct reports.
• Strong facilitation and communication skills.
• Ability to operate effectively in a fast-paced, evolving environment.
• Experience with LMS platforms for content development 

PREFERRED SKILLS AND EXPERIENCE:

• Experience in Trust & Safety, content moderation, compliance, or similarly sensitive operational environments.
• Experience working in a high-growth or startup environment.
• PMP, Six Sigma, ISO, or other operational excellence certifications.
• Experience with LMS platforms such as Absorb, Articulate 360, Notion would be a bonus. 

This role may involve exposure to sensitive or graphic content, including vulgar language, violent threats, pornography, and other graphic images.