Program Manager - Safety Support Process

Program Manager - Safety Support Process Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **About the role and team** The Safety Support Process team defines the global gold standard for how we respond to our users when they experience a safety incident. As a Program Manager for Global Safety Support, you’ll design the critical processes and automations that bridge the gap between complex digital systems and high-stakes, real-world safety outcomes. This isn't about maintaining a polished status quo; it’s about architecting seamless, high-integrity support experiences that remove friction for users during their most vulnerable moments while empowering agents to focus on high-value, empathetic care. Thriving here requires more than just process mapping—it demands a high-ownership mindset and the grit to navigate the messy reality of global safety at scale. You’ll need to stay steady under pressure, move with urgency, and make hard calls with imperfect information. This role is for someone who is energized by the challenge of turning technical complexity into human clarity and who wants to build systems that protect millions of people every day. **What you’ll do** - Build and maintain the global support frameworks and process architectures that ensure our safety response is robust, defensible, and consistent across every geography. - Lead the design and optimization of high-stakes user journeys for proactive safety interventions, specifically for trip anomalies or emergency service engagements. - Partner with Product and Engineering to identify and automate manual, repetitive steps, defining the requirements for tools that help agents investigate incidents more accurately. - Act as the bridge between global standards and regional realities, navigating the tension between specific market nuances and the need for a harmonized global process. - Conduct rigorous qualitative and quantitative analysis to identify gaps in the safety program and drive continuous, data-driven improvements. - Establish robust change management structures to ensure new processes a