Technical Program Manager

Technical Program Manager – GenAI Safety & Experience (Customer Operations)

Location: Hybrid London

Contract Duration: 12 months

Rate: £52.49 per hour (PAYE)

The Mission

Our client is a global leader in mobility and on-demand services, operating at massive scale across multiple countries. They are at the forefront of the GenAI revolution in customer support, transitioning from traditional service models to AI-native experiences—without compromising on safety.

We are seeking high-caliber consultants to help build a next-generation digital safety net that understands nuance, intent, and urgency in real-time customer interactions.

The Role

As a Technical Program Manager – GenAI Safety & Experience, you will operate at the intersection of Product, Engineering, and Data to ensure AI deployment is both fast and safe.

You’ll define safety standards, oversee GenAI feature rollouts, and ensure exceptional user experience in high-stakes scenarios.

Key Responsibilities

🔹 Standard Setting

• Define what “safe” and “empathetic” AI interactions look like
• Build evaluation frameworks for GenAI safety performance

🔹 Tooling & Rollout

• Lead implementation of LLM-powered tools (triage, summarisation, risk detection)
• Ensure seamless transitions between AI and human safety agents

🔹 Risk Mitigation

• Conduct red-teaming exercises to identify vulnerabilities
• Prevent manipulation or bypassing of safety systems

🔹 Data & Insights

• Analyse large-scale conversational data to identify risks and edge cases
• Drive A/B testing and feedback loops to improve model performance

🔹 Cross-Functional Leadership

• Collaborate with Engineering, Legal, Privacy, and Global Safety teams
• Act as the bridge between technical and operational stakeholders

Success Metrics

• Reduction in Safety False Negatives
• Improved Model Precision & Recall for high-risk scenarios
• Increased Safety Resolution Score
• Smooth AI-to-human escalation experience

Ideal Candidate Profile

• 7+ years in Product Management, TPM, or Data Science
• Experience in Trust & Safety or Customer Experience at scale
• Strong understanding of LLMs, prompt engineering, and AI ethics
• Proficiency in SQL and data analysis (Python/R is a plus)
• Proven ability to operate in fast-paced, ambiguous environments