Program Manager, Global Response Operations

Meta is seeking a motivated program manager with experience communicating program status, risks, and decisions in writing and verbally to technical and non-technical stakeholders and a systems mindset to lead complex, cross-functional programs within Global Response Operations. This role sits at the intersection of operations, policy, and product, and is responsible for translating evolving external requirements into durable, scalable operational processes. The successful candidate will partner closely with product and engineering teams across the product development lifecycle, and will drive change delivery, AI integration and scaling, quality governance, and operationalization in partnership with Global Response Operations lines of business and technical cross-functional partners.

Responsibilities

• Lead and manage large-scale, complex, cross-functional programs in a matrixed organization from inception to completion, spanning a range of tools and products across all lines of the business
• Translate external and policy requirements into clear operational guidelines, process documentation, and review standards that can be executed at scale
• Enable the Global Response Operations organization to scale AI and non-AI solutions across business teams in partnership with technical cross-functional partners
• Drive program planning and execution; align stakeholders on prioritization, sequencing, and resourcing
• Stand up quality and governance mechanisms — including audits, performance monitoring, root-cause analysis, and continuous improvement loops — for automated and human-in-the-loop workflows
• Partner with workforce planning and vendor management partners to ensure operational capacity is in place ahead of program milestones
• Raise visibility into the program through regular progress tracking, reporting, and clear communication tailored to diverse stakeholder audiences
• Provide hands-on technical program management across analysis, design, development, testing, implementation, and post-implementation phases
• Perform risk management, mitigation, issue resolution, and change management across the program
• Interface with engineering teams and cross-functional partners on program requirements and scope

Qualifications

• 8+ years experience running large-scale, cross-organizational programs
• Experience driving and delivering complex programs from inception through launch and into steady-state operation
• Experience delivering programs that apply AI or machine learning to operational workflows — including partnering with technical teams on model or classifier development, defining data and labelling requirements, and measuring model quality in production
• Experience designing and scaling agentic operating models, where automated decisioning is paired with human review, quality audits, and ongoing performance monitoring
• Experience operating in a regulated environment — translating external legal, regulatory, or compliance requirements into operational processes, standards, and controls, and partnering with legal, policy, and compliance stakeholders
• Experience gathering requirements across diverse areas and users, and converting them into operational and product solutions in partnership with engineering and product teams
• Communication experience at the executive level, and experience influencing senior leadership and technical management teams to develop systems, solutions, and products
• Experience operating autonomously across multiple teams and functions, with demonstrated critical thinking and thought leadership
• Experience establishing working relationships across multi-disciplinary teams and multiple partners in different time zones
• Experience defining program scope, milestones, and success criteria in environments with evolving requirements, and driving alignment and execution across organizations Understanding of product life cycles and operationalizing product strategy
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• Proficiency or basic knowledge of analytical tools (e.g., Excel, SQL) for driving analytics, reporting, and operational decision-making
• Systems knowledge and background, particularly related to scaling products
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Bachelor's degree (or foreign degree equivalent) in Computer Science, Engineering, Information Systems, Analytics, Mathematics, Physics, Applied Sciences, or a related field
• Experience re-scoping or re-prioritizing active programs in response to changing business requirements while maintaining stakeholder alignment and delivery timelines
• Experience working on trust and safety, content moderation, risk, or regulated operational environments
• Technical fluency to understand, communicate, and drive impact in highly technical, fast-moving problem spaces