Consumer Device Safety & Risk Operations Specialist, User Safety & Risk Operations

Responsibilities

• Build the end-to-end safety and risk operating model for new consumer hardware, from early requirements through launch and early-life operations.
• Define incident taxonomies, severity levels, decision rights, escalation criteria, response pathways, and closure standards.
• Develop operational playbooks for product-safety incidents, critical escalations, safety advisories, corrective actions, and other high-risk events.
• Design workflows for regulated and privacy-sensitive cases, including restricted handling, evidence requirements, auditability, and partner escalation.
• Translate safety and operational needs into requirements for tooling, case management, data access, monitoring, logging, and automation.
• Establish ownership boundaries across Product, Engineering, Legal, Privacy, Product Policy, Support, Product Quality, and other operational partners.
• Build launch-readiness plans, tabletop exercises, training, quality controls, reporting, and post-launch monitoring.
• Use operational data, customer signals, product telemetry, and case outcomes to identify patterns and improve upstream products and systems.
• Determine where AI and automation can improve triage, evidence assembly, consistency, and response while preserving appropriate human judgment.
• Stand up priority workflows, operate them through launch and early-life stabilization, and transition them into durable homes across USRO and partner teams.

Requirements

• 8+ years of relevant experience in device safety, product safety, consumer hardware operations, technical program management, or a related field.
• Experience building a complex safety or risk program from an ambiguous starting point through launch and scaled operation.
• Understanding of high-severity incidents, regulated workflows, sensitive customer information, and time-critical escalations.
• Ability to translate product, engineering, legal, privacy, and policy constraints into executable operational workflows.
• Technical fluency with data flows, telemetry, access controls, audit logs, case systems, automation, and failure modes.
• Ability to use data to assess workflow health, identify emerging patterns, evaluate quality, and make risk-based decisions.
• Ability to establish accountability across teams with overlapping responsibilities and different risk tolerances.
• Ability to balance launch speed with safety controls, monitoring, rollback criteria, and longer-term system development.
• Clear communication with operational, technical, legal, and executive audiences when evidence is incomplete or tradeoffs are difficult.
• Practical approach and willingness to build workflows, not only define strategy.

Nice-to-Haves

• Experience supporting consumer hardware, connected devices, or products used in shared environments.
• Experience with product-safety investigations, recalls, field failures, safety advisories, or hazardous-product handling.
• Experience designing workflows involving privacy-sensitive sensor, diagnostic, media, or household data.
• Familiarity with warranty, repair, reverse logistics, identity recovery, fraud, or ownership disputes.
• Experience building vendor training, quality-assurance, incident-response, or specialist-review programs.

Compensation and Benefits

• Annual salary range: $252,000–$335,000.
• This role is hybrid, with 3 days per week in the office.