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Job Category
Program & Project Management
Job Details
About the RoleSalesforce's Office of Ethical and Humane Use helps ensure our products are built, deployed, and governed in ways that earn trust. Our Policy team develops and operationalizes policies across Salesforce and Slack, including work related to platform safety, AI policy, regulatory compliance, child safety, and other high-stakes trust and safety domains.
We are hiring a Trust & Safety Operations and Tooling Manager to help scale this work for the AI era. This is an individual contributor role for a hands-on builder who will help transform manual processes, fragmented systems, bespoke reporting, and human-intensive review into durable, AI-enabled systems that improve speed, consistency, visibility, and accountability.
The right person thinks in systems, understands policy and trust and safety operations, and is energized by using data, automation, and AI tools to make complex work more scalable and effective. They will be comfortable translating messy operational problems into practical solutions, including dashboards, workflow automations, data models, reporting pipelines, decision-support tools, agentic workflows, and process improvements.
This role offers the opportunity to build practical AI-enabled workflows in a high-impact environment, while ensuring human judgment, safety, accountability, and responsible governance remain central to how critical trust and safety decisions get made.
What You'll Do:- Build the operating system for policy operations. Map current workflows, identify manual pain points, and design scalable systems for intake, triage, review, enforcement, escalation, reporting, and quality measurement.
- Improve our data foundation. Help clean, structure, and connect policy operations data across tools and platforms so the team can reliably measure volume, outcomes, risk patterns, SLAs, quality, and operational health.
- Create dashboards and reporting infrastructure. Build self-serve dashboards and recurring metrics views that reduce manual reporting and give leaders better visibility into policy operations, DSA compliance, child safety, and other high-priority programs.
- Design AI-enabled policy workflows. Identify where AI agents, automation, classifiers, workflow tools, or AI-assisted development can improve speed, consistency, signal detection, case preparation, reporting, and reviewer support.
- Support high-stakes compliance and safety programs. Help build reliable systems for programs such as the Digital Services Act, child safety, and other policy enforcement obligations, with appropriate audit trails, human review, quality checks, and escalation paths.
- Partner across Salesforce and Slack. Work closely with Policy, Operations, Product, Engineering, Security, Data, Legal, and platform teams to translate policy needs into practical technical and operational solutions.
- Support tool and process transitions. Help the team move from legacy tools and fragmented workflows into more scalable systems.
- Raise the team's technical fluency. Enable policy and operations teammates to use dashboards, workflow tools, AI-assisted systems, and reusable processes in their day-to-day work.
What You'll Bring:- 5+ years of experience in trust and safety operations, policy operations, product operations, technical program management, data operations, analytics, compliance operations, or a related field.
- Experience improving operational workflows in complex, cross-functional environments, ideally involving policy enforcement, content moderation, platform safety, compliance, fraud, abuse, risk, or user safety.
- Strong systems thinking and an ability to translate ambiguous operational problems into clear processes, tools, metrics, and implementation plans.
- Fluency with operational data, metrics, dashboards, and case management systems.
- Comfort using AI-assisted development and automation tools, such as Claude Code, Cursor, GitHub Copilot, low-code tools, workflow builders, or internal agent platforms.
- Ability to partner effectively with technical stakeholders, including Product, Engineering, Security, Data, and platform teams, while also communicating clearly with policy, legal, and operations teams.
- Sound judgment in sensitive, high-stakes environments, including the ability to work carefully with data and workflows involving harmful or violative content.
- Strong written communication, documentation, prioritization, and execution skills.
Nice to Have:- Prior experience in Trust & Safety, content moderation, online safety, platform integrity, child safety, regulatory compliance, or policy operations.
- Experience working with operational systems such as Service Cloud, Zendesk, Jira, and Slack workflows; analytics and dashboarding tools such as Tableau or CRM Analytics; and technical integration concepts such as APIs, system integrations, or workflow automation.
- Familiarity with Digital Services Act (DSA) compliance, CSAM detection workflows, Thorn, Lantern, hash-matching systems, classifier-assisted review, or similar safety technologies.
- Experience designing human-in-the-loop AI workflows, QA systems, evaluation processes, audit trails, or operational quality programs.
- Background working across multiple products, business units, or platforms.
Disclaimer: In this role, you may be exposed to sensitive, disturbing, or highly objectionable content. We prioritize the mental health of our teams and provide comprehensive wellness resources and support programs to help you navigate this aspect of the work.
