Project/Program Manager I: 26-02771

Akraya, Inc.; Hawthorne (CA); Hybrid; USD 128,943,000 - 134,674,000; Full time

Job summary

Akraya, Inc. is seeking a Project/Program Manager to support real-time community safety operations and manage incident response workflows. You will coordinate with engineering and operations teams and oversee AI-assisted processes.

The role emphasizes SOP development, process documentation, and cross-functional collaboration with external partners. You will participate in on-call rotations and maintain incident logs and post-event reports.

Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum 3+ years of relevant experience.
• Experience in Trust & Safety Operations or Crisis Operations.
• Strong SOP documentation and creation skills.
• Background in workflow automation or operations improvement.
• Experience handling escalations and incident response.
• Excellent communication with stakeholders.
• Comfort with AI-assisted workflows and ambiguous time-sensitive settings.

Responsibilities

• Monitor and respond to operational incidents and escalations.
• Coordinate with third-party partners and external agencies.
• Supervise AI-assisted operational workflows and identify high-risk events.
• Escalate incidents appropriately based on SOP guidelines.
• Develop and maintain operational documentation and playbooks.
• Analyze workflows and identify automation opportunities.
• Work cross-functionally with engineering and operations teams.
• Maintain incident logs and post-event reports.
• Participate in on-call operational support rotation.
• Ensure timely communication during active crisis situations.

Skills

Trust & Safety

Crisis Operations

SOP Creation

Workflow Automation

Incident Response

Stakeholder Coordination

AI-assisted Workflows

Ambiguous Environments

Education

Bachelor’s degree or equivalent experience

Job description

Job Summary

We are seeking a Project/Program Manager to support real-time community safety operations and operational workflow management. This role will focus on incident response coordination, AI-assisted workflow monitoring, SOP development, and automation initiatives for community safety services. The ideal candidate has experience in trust & safety operations, crisis communications, emergency response environments, or operational program management.

Key Responsibilities

• Monitor and respond to operational incidents and escalations
• Coordinate with third-party partners and external agencies
• Supervise AI-assisted operational workflows and identify high-risk events
• Escalate incidents appropriately based on SOP guidelines
• Develop and maintain operational documentation and playbooks
• Analyze workflows and identify automation opportunities
• Work cross-functionally with engineering and operations teams
• Maintain incident logs and post-event reports
• Participate in on-call operational support rotation
• Ensure timely communication during active crisis situations

Must Have Skills

• Experience in Trust & Safety Operations or Crisis Operations
• Strong process documentation and SOP creation experience
• Workflow automation or operations improvement background
• Experience handling escalations and incident response
• Strong communication and stakeholder coordination skills
• Comfort working with AI-assisted workflows
• Ability to work in ambiguous and time-sensitive environments
• Experience with operational support and workflow management

Bachelor’s degree or equivalent experience

Minimum 3+ years of relevant experience

About Akraya

Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Stevie Employer of the Year 2025, SIA Best Staffing Firm to work for 2025, Inc 5000 Best Workspaces in US (2025 & 2024) and Glassdoor's Best Places to Work (2023 & 2022)!

Industry Leaders in Tech Staffing

As Talent solutions provider for Fortune 100 Organizations, Akraya's industry recognitions solidify our leadership position in the IT staffing space.

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Primary Skills: Safety Operations-Expert, Crisis Operations-Proficient, Incident Response-Advanced, Process Documentation-Skilled, AI Assisted Operations-Adept Contract Type: W2 Location: Hawthorne, CA (#LI-Hybrid) Duration: 10 Months Pay Range: $45 - $47 per hour #LP