First Responder Program Manager

Aston Carter•Hawthorne, CA

5d•$40 - $41•Hybrid

About The Position

This role serves as a first responder for live community safety services, delivering real-time operational support during active incidents and safeguarding the integrity of services such as Search Party for Dogs, Fire Watch, and Community Requests. You will monitor and manage live events, collaborate with external partners, and ensure accurate, timely communication to affected communities. Outside of active incidents, you will document workflows, identify opportunities for automation, and help build scalable operational playbooks that enable these services to grow efficiently and safely.

Requirements

Minimum of 3 years of experience in trust and safety operations, community operations, crisis communications, or a closely related field.
Demonstrated safety or wellness experience in areas such as trust and safety operations, community operations, or crisis communications.
Strong judgment and decision-making skills in ambiguous, high-pressure, and time-sensitive situations.
Comfort working with AI-assisted workflows and escalation processes, including monitoring AI outputs and determining when human intervention is required.
Experience in process documentation, workflow design, or operations automation, with the ability to translate complex processes into clear, repeatable steps.
Excellent written communication skills for coordinating with partners, agencies, and internal stakeholders.
Ability to follow detailed standard operating procedures while recognizing when exceptions are necessary for safety and effectiveness.
Bachelor’s degree in any field.

Nice To Haves

Experience in emergency management, public safety dispatch, or 911 or crisis center operations.
Experience working with third-party API integrations or partner support, particularly in operational or safety-related contexts.
Familiarity with animal welfare organizations or pet technology platforms and their operational needs.
Additional experience in process documentation, workflow design, or operations automation beyond core requirements.
Experience participating in on-call rotations and meeting defined response SLAs.
Interest in using AI and technology to improve neighborhood safety and community outcomes.
Desire to work on a nimble team with opportunities to shape and define operational scope and best practices.
Motivation to grow professionally in a role that offers significant room for individual development and impact.

Responsibilities

Monitor and respond in real time to operational issues across Search Party for Dogs, Fire Watch, and Community Requests, ensuring continuous and reliable service.
Serve as a first responder for live community safety events, making timely decisions in ambiguous and time-sensitive situations.
Support third-party partners, including animal shelters and pet technology platforms, in initiating and managing Search Parties for missing pets.
Coordinate with Watch Duty reporters during active fire events to ensure accurate Fire Watch data and appropriate, timely notifications to nearby communities.
Assess wildfire-related information and determine the appropriate geographic polygons or areas to notify users, following established guidelines and procedures.
Supervise AI-assisted workflows for Community Requests, monitoring outputs, flagging high-risk events, and escalating to local agencies or relevant authorities when appropriate.
Maintain detailed incident logs, ensuring accurate documentation of actions taken, timelines, and outcomes for each event.
Conduct post-event retrospectives to capture lessons learned, identify process gaps, and recommend improvements to operational workflows.
Develop, document, and maintain clear standard operating procedures (SOPs) for each community safety service, ensuring they are easy to follow and up to date.
Identify manual processes that are suitable for automation, document requirements, and partner with engineering teams to design and implement automation solutions.
Work within established escalation processes, ensuring that AI-assisted decisions and human interventions align with safety and trust standards.
Follow SOPs consistently while also exercising strong judgment when situations fall outside of defined guidelines.
Participate in an on-call rotation with defined response service-level agreements (SLAs), ensuring timely coverage for critical incidents.
Collaborate with internal stakeholders and external partners to refine workflows, improve data quality, and enhance overall service reliability.
Communicate clearly and professionally with partners, agencies, and other stakeholders during active events and follow-ups, ensuring alignment and shared understanding.
Contribute to a nimble, fast-moving team environment by sharing insights, proposing improvements, and helping define the operational scope of emerging safety features.