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 operational workflow for an assigned Trusted Access program, from: application through confirmed access and subsequent changes. Identify where customers get stuck and prioritize improvements by customer impact, risk, and effort.
Investigate complex eligibility, onboarding, and access cases. Reconcile: approval, verification, account, workspace, and provisioning records; apply approved requirements within your authority and bring exceptions to the appropriate decision-maker.
Drive customer and account-team escalations through resolution. Establish the: blocker, maintain clear ownership across handoffs, communicate realistic next steps, and confirm that the customer can use the intended capability.
Turn recurring case patterns into product and process changes with Product,: Engineering, and customer-facing partners. Define the problem and requirements, help validate the fix, and measure whether it reduced repeat contacts or manual work.
Build guidance that makes reliable resolution repeatable: support playbooks, help-center content, training, and quality checks. Enable frontline and outsourced support teams to handle more cases accurately and independently.
Use data to distinguish fast ticket closure from better access outcomes.: Diagnose delays, rework, and decision errors, and use the findings to refine your workflow and priorities.
What they're looking for
- Develop and validate AI-assisted workflows and automation with technical: partners. Establish checks, human review, and fallback paths appropriate to the decisions involved.
- Maintain clear documentation and qualified backup across programs. Share what: you learn so improvements continue working when another specialist takes ownership.
- Have independently owned and improved customer support, onboarding, access,: risk, or product-operations workflows in a complex service environment.
- Can show durable improvements you delivered through product changes,: self-service, automation, or partner enablement, with evidence of adoption and better customer outcomes.
