Are you passionate about customer trust and privacy! Come join the Devices and Services Trust and Privacy (DSTP) team and help create new incident response processes and mechanisms to safeguard and elevate customer trust and safety across a portfolio of 30+ devices and services. We're looking for a talented Technical Program Manager who can help DSTP meet its vision to deliver Earth’s most trusted devices and services by partnering with cross-functional teams to guide, verify, and build trustworthy customer experiences while adhering to global and emerging regulatory standards, and internal sensitive content policies.
As a Technical Program Manager for Trust Incident Response, you'll help establish standardized processes for managing trust incidents across our AI platform and services, ensuring rapid response and thorough remediation of customer trust and safety issues.
Key job responsibilities
- Execute and improve sensitive content and trust incident management processes, addressing challenges of fragmented ownership and inconsistent handling
- Coordinate inspection and testing of incident fixes across platforms, ensuring thorough validation before deployment
- Implement and maintain standard procedures for root cause analysis, ensuring comprehensive documentation and follow-through
- Develop and manage consolidated escalation reporting systems, creating single source of truth for all trust incidents
- Partner with builders to validate fixes and track remediation efforts
- Coordinate with PR and communications teams to support rapid response to media inquiries
- Monitor fix effectiveness and identify trends requiring systematic solutions
- Support cross-platform incident management to ensure consistent issue handling across our platforms
A day in the life
This is a cross-functional role where you will work directly with Policy, Legal, PR, Customer Service, Engineers, and Product Managers to ensure swift and effective handling of trust incidents. This includes coordinating fix validation, maintaining incident documentation, preparing consolidated reports, and helping establish standardized processes for incident management. You'll use data and operational metrics to track progress and identify areas for process improvement. You should be comfortable working in a fast-paced, rapidly evolving environment with fast delivery time, rapid iteration, and data-driven decision-making.
About the team
This role is part of the newly established Trust Incident Management team within DSTP, focused on streamlining incident response processes and ensuring consistent handling of trust issues across our AI platforms. We're building robust processes to address current challenges in incident management while preparing for increased scrutiny of AI safety and appropriateness.
As a Technical Program Manager for Trust Incident Response, you'll help establish standardized processes for managing trust incidents across our AI platform and services, ensuring rapid response and thorough remediation of customer trust and safety issues.
Key job responsibilities
- Execute and improve sensitive content and trust incident management processes, addressing challenges of fragmented ownership and inconsistent handling
- Coordinate inspection and testing of incident fixes across platforms, ensuring thorough validation before deployment
- Implement and maintain standard procedures for root cause analysis, ensuring comprehensive documentation and follow-through
- Develop and manage consolidated escalation reporting systems, creating single source of truth for all trust incidents
- Partner with builders to validate fixes and track remediation efforts
- Coordinate with PR and communications teams to support rapid response to media inquiries
- Monitor fix effectiveness and identify trends requiring systematic solutions
- Support cross-platform incident management to ensure consistent issue handling across our platforms
A day in the life
This is a cross-functional role where you will work directly with Policy, Legal, PR, Customer Service, Engineers, and Product Managers to ensure swift and effective handling of trust incidents. This includes coordinating fix validation, maintaining incident documentation, preparing consolidated reports, and helping establish standardized processes for incident management. You'll use data and operational metrics to track progress and identify areas for process improvement. You should be comfortable working in a fast-paced, rapidly evolving environment with fast delivery time, rapid iteration, and data-driven decision-making.
About the team
This role is part of the newly established Trust Incident Management team within DSTP, focused on streamlining incident response processes and ensuring consistent handling of trust issues across our AI platforms. We're building robust processes to address current challenges in incident management while preparing for increased scrutiny of AI safety and appropriateness.
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