The opportunity
Trusted Access helps eligible customers access and use advanced AI capabilities with appropriate safeguards. Within User Safety & Risk Operations, we connect customer onboarding, eligibility review, access provisioning, and support into a service customers can navigate with confidence.
What you'll do
Own the operating strategy and roadmap across Trusted Access programs,: translating customer needs and organizational priorities into clear service commitments, ownership, and investment decisions.
Build a coherent customer journey from application and eligibility review: through approval, provisioning coordination, and confirmed access, including appeals and subsequent access changes. Establish clear handoffs and route exceptions to authorized decision-makers.
Hire, coach, and develop your team. Set expectations, delegate meaningful: ownership, give direct feedback, address performance gaps, and build the capabilities needed as programs grow.
Make capacity and prioritization decisions across urgent customer needs,: launch readiness, and lasting improvements. Coordinate regional coverage, vendor support, and backup with partner teams while protecting time to eliminate recurring work.
Lead consequential customer escalations, bringing incomplete or conflicting: evidence into a clear decision process. Align owners on the next action and ensure customers receive accurate updates and a clear resolution.
Turn support patterns into a prioritized roadmap with Product and: Engineering: improve onboarding, provisioning workflows, tooling, self-service, and AI-assisted operations. Validate that changes work before expanding them.
What they're looking for
- Establish measures of service health and decision quality. Distinguish fast: responses from actual resolution, investigate persistent delays, and use evidence to change priorities.
- Prepare new programs and customer channels for launch and scale. Align: support responsibilities, review standards, customer guidance, and technical dependencies; make readiness gaps and tradeoffs clear to leadership.
- Have built and run complex customer support, onboarding, access, risk, or: service operations, with measurable improvements beyond handling more volume.
- Have formally managed people through hiring, development, difficult feedback,: and performance decisions, and can show how your leadership increased the team’s capability and ownership. 5+ years of management experience preferred.
