Technical Program Manager - GenAI Safety & Experience
Join Our Team as a Technical programme Manager - GenAI Safety & Experience (Customer Operations)!
Are you ready to take on a pivotal role at the forefront of the GenAI revolution in customer support? We're on the lookout for a passionate and skilled Technical programme Manager to help us elevate safety and user experience standards in an AI-driven world. This is an exciting opportunity to be part of a transformative journey where your expertise will help shape the future of customer interactions!
Position Details:
Location: E1, London (hybrid)
Contract Length: 12 months (with potential for extension)
Start Date: ASAP
Working Hours: Monday to Friday, 9 AM - 6 PM
Pay Rate: £52.49 per hour
Your Mission:
As our Technical programme Manager, your core focus will be on ensuring that our GenAI tools not only scale effectively but also maintain and enhance safety detection capabilities. This role isn't just about automation; it's about creating a digital safety net that understands nuance, intent, and urgency.
What You'll Be Doing:
Standard Setting: Develop the criteria for "safe" and "empathetic" AI interactions in high-stakes scenarios.
Tooling Rollout: Oversee the implementation of innovative GenAI features for safety investigations and risk detection.
Risk Mitigation: Conduct "Red Teaming" on support bots to protect against safety protocol breaches.
Cross-Functional Leadership: Collaborate with teams across Product Engineering, Legal, Privacy, and Global Safety Operations.
The Profiles We Need:
We're seeking "T-shaped" experts who can bridge the worlds of Product, Tech, and Data. Here's what you'll bring to the table:
1. Product & Technical programme Management (The Architects):
- Drive the roadmap for GenAI integration within safety workflows.
- Define the "Safety Standard" for AI responses and manage LLM-powered triaging.
- Success Metric: Reduce "Safety False Negatives" and ensure smooth transitions from AI to human safety agents.
2. Data Science & Analytics (The Strategists):
- Build feedback loops to train our safety models.
- analyse conversational data for edge cases and perform sentiment analysis.
- Success Metric: Improve model precision/recall for high-risk keywords and enhance "Safety Resolution Score."
Qualifications:
Experience: 7+ years in Product Management, TPM, or Data Science, ideally in Trust & Safety or Customer Experience.
AI Fluency: Strong understanding of LLMs, prompt engineering, and ethical AI implications.
Analytical rigour: Proficiency in SQL; familiarity with Python/R is a bonus for Data Science tracks.
Adaptability: Thrives in high-growth, ambiguous environments while prioritising safety protocols.
Why Join Us?
If you are driven, innovative, and ready to lead in the exciting realm of GenAI, we want to hear from you! This is your chance to make a real impact in a rapidly evolving industry.
Apply Now!
Ready to embark on this journey with us? Click the link below to apply and become a key player in shaping the future of customer support!
Let's set new benchmarks in safety and experience together!
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.