Program Leader, Operations and Insights - EMEA Safety Support

Program Leader, Operations and Insights - EMEA Safety Support Department: Community Operations Team: Community Operations Location: Amsterdam, Netherlands Type: Full-Time **About the Role** We are seeking a Safety Program Leader who will focus on ensuring the quality, efficiency, and efficacy of our intake, agent readiness, and feedback loop processes for the Operations and Insights team. The role requires strong business acumen and a deep commitment to process, standardization, and governance. Your efforts will produce better outcomes for our customers and a faster, more accurate process for the business. This will be an operational leadership role with a heavy focus on stakeholder engagement, managing and executing on complex processes, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork. **What You’ll Do** - Lead safety support program implementation via engagement and coordination with safety operations, product, field operations, and other support enablement teams. - Deliver safety program priorities through our global network of COEs and BPOs - combining human expertise and automations. - Drive standardization across all aspects of regional safety operations: intake request processes, agent readiness, audit builds, reporting processes, feedback loops, etc - Drive accuracy, empathy, and efficiency in every user interaction - Monitor regional operational metrics, including SLA, Quality, Headcount, and overall governance of the process - Ensure agent readiness for all launches, including: agent training, KB creation, SOP creation/testing, and content updates - Establish and manage feedback loops to program/policy/product for feedback on potential improvements to improve overall platform safety **Basic Qualifications** - 8+ years of experience in tech, consulting, operations, or other highly agile, project-based environments - Experience overall in operations management, with 3+ years of experience in program management or  Operations management - Very strong stakeholder management and negotiation experience - Process reengineering and