Senior Program Manager, Consumer Device Safety Operations
Build and scale the safety and risk operating model for a new category of consumer devices, defining incident workflows, escalation mechanisms, launch readiness, controls, and measurement. The role requires 8+ years of experience managing ambiguous cross-functional programs and strong judgment in sensitive, high-severity situations.
About the job
Responsibilities
- Lead strategic operational builds for device-safety priorities from problem statement through implemented operating model, including scope, owners, milestones, risks, success measures, and execution cadence.
- Define intake, severity criteria, decision rights, evidence requirements, escalation paths, response standards, closure criteria, and post-incident learning for high-risk cases.
- Translate product, engineering, legal, privacy, policy, support, and operational constraints into executable workflows, requirements, playbooks, and controls.
- Build launch-readiness plans, training, quality controls, reporting, monitoring, and early-life response mechanisms.
- Coordinate across Product, Hardware and Software Engineering, Product Quality, Legal, Privacy, Product Policy, Support, Logistics, vendors, and USRO.
- Use operational data, customer signals, product telemetry, case outcomes, and qualitative evidence to identify patterns, assess risk, and recommend action.
- Drive critical escalations and cross-functional decisions to closure with accountable owners, documented decisions, and durable follow-through.
- Create roadmaps, decision logs, risk registers, operating reviews, status updates, and executive communications.
- Identify opportunities for AI tools, automation, lightweight systems, and simpler workflows to improve speed, consistency, investigation, and quality while preserving human judgment.
- Stand up priority workflows, operate them through launch and stabilization, and transition mature capabilities to durable owners.
Requirements
- 8+ years of experience in program management, strategy and operations, product operations, technical program management, trust and safety, risk operations, incident operations, support operations, implementation, or a related field.
- Technical and analytical fluency sufficient to reason about data flows, telemetry, logs, dashboards, access controls, case systems, automation, and failure modes.
- Track record of taking complex, ambiguous, and unstructured work from problem framing through launch and scaled operation.
- Ability to create clarity across many moving pieces while maintaining focus on key decisions, risks, and dependencies.
- Sound judgment in high-severity or sensitive situations and ability to make practical, risk-based decisions with incomplete information.
- Ability to build trust and alignment across teams without direct authority while maintaining clear ownership and escalation paths.
- Clear communication with technical, operational, legal, policy, and executive audiences.
- Practical approach to building, operating, learning from, and improving workflows.
- Calm, rigorous execution in fast-moving environments.
- Strong discretion, judgment, and resilience when exposed to sensitive or concerning material.
Nice to Have
- Experience with consumer hardware, connected devices, IoT products, wearables, robotics, mobility, gaming, or another technically complex physical product.
- Experience with device launches, product quality, field incidents, repairs, warranty, returns, fraud, reverse logistics, or privacy-sensitive sensor and diagnostic data.
- Technical degree or equivalent experience partnering with hardware, software, data, or systems engineering teams.
- Experience with vendor operations, quality-assurance programs, incident response, workflow automation, or AI-assisted operations.
Skills
Program Management, Technical Program Management, Operations Strategy, Trust And Safety, Risk Operations, Incident Response, Product Operations, Data Analysis, Telemetry, Workflow Automation, Quality Assurance, AI Tools, Executive Communication, Roadmapping, Case Management
Similar jobs
Technical Program Management jobs
OpenAI
San Francisco, CA
Leads integrated demand, supply, and deployment planning for first-party AI hardware infrastructure, aligning site power, configurations, XPU requirements, manufacturing capacity, and supplier commitments. Requires significant experience in complex hardware planning or operations, strong analytical judgment, and cross-functional program leadership.
Anthropic
Boston, MAOwns the design, deployment, lifecycle, and vendor management of residential, travel, and personal security technology supporting executives and their families. The role requires hands-on physical security experience, strong program management, technical judgment, and clear documentation skills.
OpenAI
Washington, DC
Leads secure, end-to-end AI delivery programs for U.S. Intelligence Community customers, translating mission priorities into deployable solutions and measurable outcomes. Requires 10+ years of technical program delivery, direct IC experience, TS/SCI clearance, executive presence, and fluency in AI architectures and secure environments.
Snowflake
Menlo Park, CALeads and develops a team of Technical Program Managers responsible for security programs across Snowflake’s engineering organization. The role requires 6+ years of technical program management experience, people-management experience, security or compliance program expertise, and strong executive communication.
Anthropic
Austin, TXLeads end-to-end delivery of custom AI-agent deployments for enterprise customers in regulated industries, coordinating technical teams, executive stakeholders, product scoping, architecture decisions, and value measurement. Requires production AI/ML deployment experience, enterprise delivery expertise, and strong executive presence.