Trusted Access Lead, Critical Harm Operations

About the team

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.

We work with Product, Engineering, technical support, regional operations, and customer-facing teams to resolve difficult access problems and improve the systems behind them. Our work combines sound judgment on individual cases with better products, clearer guidance, and automation that reduces unnecessary friction.

About the role

We’re looking for a senior operations leader to own the Trusted Access operating strategy and lead a team of risk-operations specialists. You will set priorities across programs, build a reliable customer access service, and hire, manage, and develop your direct reports.

This role combines program ownership with formal people management. You will establish shared commitments with technical support and regional escalation leaders, who manage their own teams, and bring those groups together around customer outcomes. You’ll stay close enough to complex cases to challenge assumptions while giving specialists the ownership and capacity to fix recurring problems.

Success means customers reach the right access outcome with clear communication, teams make consistent decisions, and the service scales with less avoidable escalation and manual work.

In this role, you will:

• 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.

• 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.

You might thrive in this role if you:

• 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.

• Can make defensible tradeoffs among customer commitments, safeguards, service quality, and capacity, even when stakeholders disagree or the evidence is incomplete.

• Have led work across teams you do not manage, resolving ownership gaps and negotiating commitments that hold up in...