Technical Program Manager – GenAI Safety & Experience

Contract (12–24 months) | £52.49/hour | London Hybrid 2 or 3 days office

Why This Role is Exciting

We’re redefining the future of customer support using Generative AI — moving from traditional operations to AI-native, real-time experiences at global scale.

But here’s the challenge:

As AI becomes more powerful, safety, trust, and human empathy matter more than ever.

That’s where you come in.

This is not just another TPM/Product role —

You’ll help build the safety backbone of AI-powered customer experiences used by millions worldwide.

Your Mission

Design and scale safe, intelligent, and human-aware AI systems that:

• Detect risk in real time
• Handle sensitive customer situations with care
• Seamlessly escalate to human experts when needed

You’ll be setting the industry benchmark for AI safety in customer operations.

What You’ll Be Doing

Shape the Future of AI Safety

• Define what “safe + empathetic AI” looks like in high-stakes scenarios
• Build frameworks to evaluate and benchmark AI behaviour

Drive GenAI Product & Program Delivery

• Lead rollout of LLM-powered support tools (triaging, summarisation, automation)
• Own roadmap across Product, Engineering, and Operations

Build Intelligent Feedback Loops

• Use data to continuously improve AI models
• Analyse conversational data, edge cases, and risk patterns

Own Risk & Trust

• Conduct AI red teaming and adversarial testing
• Ensure systems cannot be exploited or bypass safety protocols

Lead Across Teams

• Partner with Engineering, Data Science, Legal, Privacy & Global Ops
• Act as the bridge between technology and real-world customer impact

Who You Are

You’re a T-shaped expert — someone who can operate across Product, Tech, and Data.

✅ You’ll likely have:

• 7+ years in Product Management, TPM, or Data Science
• Hands-on experience with LLMs / Generative AI / Conversational AI
• Background in Trust & Safety, Risk, Fraud, or Customer Experience
• Strong analytical skills (SQL + data-driven decision making)
• Experience working in fast-paced, ambiguous environments

What Makes You Stand Out

• You’ve worked on AI systems in production
• You understand AI ethics, safety, and responsible AI
• You think in terms of precision, recall, and real-world impact
• You care about building tech that is not just smart — but safe

Why Join

• ✨ Work on cutting-edge GenAI systems at global scale
• ️ Own one of the most critical problems in AI today: Safety
• High-impact, high-visibility role with real ownership
• Collaborate with world-class teams across Product, AI & Operations

Bottom Line

If you want to:

• Build AI that truly understands people
• Work at the intersection of GenAI + Safety + Real-world impact
• And shape how millions experience AI-driven support…