Trusted Access Specialist, 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 operator to own and improve the customer access workflow for an assigned Trusted Access program. You will connect application and eligibility review, approvals, appeals, provisioning coordination, and support so customers can reach a clear, reliable outcome.

Your primary focus will be improving how the program works. You’ll use complex customer cases to uncover recurring problems, then deliver product, automation, self-service, and support-process improvements. You’ll also own difficult eligibility and access escalations, helping customers and account teams understand what is blocking progress and driving the right partners toward resolution.

This role combines independent workflow ownership with hands-on operational judgment. Success means customers reach usable access with fewer avoidable delays, decisions remain accurate, and the workflow runs reliably through the people and systems you enable.

In this role, you will:

• 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.

• 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.

You might thrive in this role if you:

• 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.

• Exercise sound judgment when records conflict, requirements are unclear, or customers need urgent help. You can separate what the evidence supports from what still needs an authorized decision.

• Are comfortable investigating across customer, account, approval, and access systems, and can tr...