Join a fast-paced operations team supporting real-time community safety services through incident response, partner coordination, and process improvement. This Project/Program Manager role is ideal for someone who thrives in high-pressure situations, communicates clearly, and enjoys building scalable workflows that make a meaningful impact.

Responsibilities

• Monitor active service events and respond quickly to operational issues as they arise
• Coordinate with external partners to initiate and manage live support workflows
• Work alongside reporters and agencies during active events to help ensure accurate information and appropriate notifications
• Support AI-assisted request handling by reviewing higher-risk situations and escalating when needed
• Maintain detailed incident records and prepare post-event reviews to improve future response
• Document standard operating procedures and help build scalable playbooks for ongoing operations
• Identify opportunities to streamline manual work and collaborate with technical teams on automation improvements
• Participate in an on-call rotation with defined response expectations

Skills

• 3+ years of experience in trust and safety operations, community operations, crisis communications, or a related field
• Strong judgment and the ability to make thoughtful decisions in time-sensitive situations
• Excellent written communication skills for partner and agency coordination
• Comfort working in structured escalation processes and AI-assisted workflows
• Ability to stay organized while managing multiple active issues
• Experience documenting processes and maintaining operational accuracy

Preferred Skills

• Background in emergency management, public safety dispatch, or crisis center operations
• Familiarity with animal welfare organizations or pet technology platforms
• Experience creating SOPs, workflow documentation, or operational playbooks
• Exposure to automation initiatives, workflow design, or process improvement
• Experience supporting third-party integrations or partner-facing operations

Horizontal is committed to fostering a diverse, equitable, and inclusive workplace where different perspectives are valued and everyone has the opportunity to succeed. We welcome candidates from all backgrounds who bring relevant experience, sound judgment, and a collaborative mindset.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.