Project/Program Manager

Horizontal Talent; Hawthorne (CA); On-site; USD 30,000 - 69,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Retirement

Job summary

Horizontal Talent is seeking a Project/Program Manager to support real-time community safety services through incident response, partner coordination, and process improvement. This fast-paced role suits someone who thrives under pressure, communicates clearly, and enjoys building scalable workflows with meaningful impact.

Responsibilities include monitoring active service events, coordinating with external partners, assisting reporters and agencies during events to ensure accurate information

Qualifications

• 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

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

Trust and safety operations

Community operations

Crisis communications

Written communication

Job description

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.

• For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement.

The pay range for this role is $22 - $50 per hour based on qualifications and experience.