You'll be responsible for ensuring these interactions are handled accurately, consistently, and with care , balancing user experience with risk, safety, and compliance. Your work will directly impact how Replit protects users, responds to sensitive requests, and manages platform integrity at scale.

You'll operate as both an operator and systems builder. Early on, you'll directly handle complex cases while helping define the processes, playbooks, and tooling that enable these workflows to scale across the broader Support organisation.

You'll work closely with Legal, Security, Support, and Operations teams to define policies, improve workflows, and ensure that trust and safety processes are deeply integrated into customer support.

In this role, you'll handle end-to-end customer interactions for sensitive and policy-driven cases, including privacy requests, DMCA claims, law enforcement inquiries, and abuse appeals. You'll also triage and respond to complex or high-risk support tickets, ensuring accuracy, consistency, and compliance with legal, policy, and security requirements.

You'll partner with Legal and Security teams to translate policies into clear, actionable workflows for customer-facing Support teams. You'll build and maintain playbooks, SOPs, and response frameworks that guide how sensitive cases are handled.

You'll design and improve processes to ensure timely, accurate, and scalable handling of trust and safety workflows. You'll identify patterns and trends in sensitive cases, and drive improvements to reduce risk and improve customer experience.

You'll partner with Support Operations to embed workflows into tooling, automation, and agent-facing systems. You'll define escalation paths and decision frameworks for ambiguous or high-risk cases.

You'll build reporting and visibility into key metrics and trends across trust and safety workflows. You'll support training and enablement efforts to ensure frontline teams can confidently handle sensitive scenarios.

To succeed in this role, you'll need 4+ years of experience in customer support, trust & safety, support operations, or similar roles within a technology company. You'll also need experience handling customer-facing workflows related to privacy, DMCA, law enforcement requests, abuse handling, or other policy-driven operations.

You'll need strong judgment and decision-making skills when handling sensitive or ambiguous customer situations. You'll also need experience translating policy or legal requirements into clear, repeatable processes or customer-facing guidance.

You'll need strong written communication skills, with the ability to communicate clearly, empathetically, and precisely in high-stakes situations. You'll also need experience building or improving SOPs, playbooks, or workflows in a support or operations environment.

You'll need the ability to balance risk, compliance, and customer experience in day-to-day decision-making. You'll also need strong cross-functional collaboration skills, with experience working with Legal, Security, or Policy teams.

Experience working within support tooling ecosystems (Zendesk or similar platforms, case management systems, and internal documentation tools) is also required.

As a bonus, experience supporting developer tools, SaaS infrastructure, or technical user bases, as well as experience working with global regulatory or compliance frameworks (e.g., GDPR, CCPA), would be valuable.

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Under the guidance of and through a partnership with the Employee Relations Director, you will be an ambassador for our overall principles, values, programs, and policies, driving a global, diverse, performance-based work environment.

Your responsibilities will include:

• Consulting with managers and people generalists, providing guidance to address the most complex employee performance concerns.
• Conducting investigations, including gathering and analyzing facts, applying relevant policies, guidelines, and laws to reaching findings.
• Partnering with Employment Legal, Compliance team members, and other internal investigative bodies as needed.
• Preparing investigation reports, tracking work in a case management system, and drafting disciplinary documentation as needed.
• Partnering with our People Partner team to manage investigations, employee disciplinary issues, and performance management situations.

Employee Representative Bodies Management: You will build and maintain relationships with an evolving scope of Employee Representative Bodies, ensuring that those relationships are productive, and promoting the company's ability to move with speed and flexibility.

We look for:

• At least 10 years of experience in the Employee Relations vertical.
• Considerable depth of Employee Relations experience with a focus on strategic partnership with managers up through the Senior Director level.
• Ability to multi-task, deal with ambiguity, influence decision-makers, and work collaboratively in a team environment.
• Demonstrated proficiency in advising and coaching managers on complex employee issues.
• Direct experience in conducting corporate investigations of sensitive workplace concerns.
• Capability to coordinate internal resources in solution development for emerging issues.
• Experience with Works Councils/Employee Representative Boards.
• Bachelor's degree required. Law degree or graduate degree in labor/industrial relations desired.
• Multi-Language skills a plus.

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This is an in-office role preferably based in NYC. You will report directly to the BSA/AML Program Lead.

As a Senior SAR Program Manager, you will lead the design, implementation, and continuous improvement of the end-to-end SAR program, including investigation workflows, quality assurance, filing processes, and escalation protocols.

You will apply hands-on experience in financial crimes investigations to build and refine SAR investigation operational procedures that align with BSA/AML, OFAC, and other applicable regulations and industry best practices.

Responsibilities include:

• Design and optimize compliance case review and SAR investigation operational procedures to ensure regulatory compliance, consistency, and efficiency.

• Continuously review SAR and monitoring processes; recommend and implement enhancements to improve efficiency, reduce false positives, strengthen detection of suspicious activity, and elevate overall program effectiveness.

• Demonstrate deep regulatory knowledge of BSA/AML/OFAC, combined with strong process and systems design, communication, and data analytics skills.

• Build tactical and scalable solutions for SAR investigation teams to manage high-volume compliance tasks and associated risks.

• Draft and maintain all relevant SAR program documentation, policies, procedures, and training materials in accordance with regulatory updates, new product launches, and Compliance team standards.

• Collaborate cross-functionally to develop and track key health metrics for the SAR program; analyze trends and patterns in investigations; and produce monthly metrics and reports for presentation to leadership and various forums.

Basic qualifications include:

• 7+ years of progressive experience in financial crimes compliance, with direct, hands-on experience conducting and/or leading FinCrimes investigations.

• Proven track record as a SAR Program Manager or in a senior SAR investigations leadership role, including designing and managing SAR processes from intake through filing.

• Deep expertise in SAR investigation processes, regulatory requirements (BSA, AML, OFAC), and industry best practices.

• Analytical and metrics-driven mindset with the ability to anticipate problems and develop complete, practical solutions.

• Strong collaborator who works effectively with cross-functional teams and stakeholders at all levels of seniority.

Preferred qualifications include:

• Direct experience managing or supporting 504 NYDFS requirements.

• Background in money transfer, fintech, payments, or regulated financial services environments.

• Nice to have: CAMS or other relevant industry certifications (e.g., CFE, CRCM).

• Nice to have: Basic SQL skills or experience working with transaction monitoring / case management systems.

Compensation and benefits include a base salary of $148,000-222,000 USD, plus equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.

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This is a high-impact, cross-functional role that blends advanced analytics, machine learning, and deep compliance domain expertise. You will work closely with Compliance, Engineering, Model Risk, Product, and external regulators to ensure our controls are robust, defensible, and scalable.

Responsibilities:

• Design, develop, and enhance AML and fraud models, rules, and heuristics using Python, SQL, and AI-enabled tooling;
• Build and maintain interactive performance dashboards and automated reporting solutions that track key risk, productivity, and capacity metrics for senior leadership and regulators;
• Architect and implement enterprise-wide Transaction Monitoring Coverage Assessment frameworks, including standardized methodologies for gap identification, root-cause analysis, remediation planning, and ongoing sustainability monitoring;
• Lead complex data initiatives, including extraction of SAR filing metrics with product-level breakdowns and development of jurisdiction- and typology-specific SAR narrative generator tools;
• Embed data science best practices into product launches and feature rollouts to proactively identify and close monitoring coverage gaps;
• Support regulatory examinations (e.g., NYDFS Part 504) by preparing analytical documentation, third-party validation materials, and executive certification packages;
• Drive continuous improvement of compliance operations through automation, process optimization, and advanced analytics.

Basic Qualifications:

• 7+ years of hands-on data science / advanced analytics experience in financial services, with at least 4 years focused on fraud and financial crime compliance;
• Master’s degree (or higher) in Applied Mathematics, Statistics, Data Science, Actuarial Science, or a related quantitative field;
• Proven track record of building and optimizing transaction monitoring models, coverage frameworks, or compliance analytics programs in a regulated environment (fintech, bank, or payment company preferred);
• Deep understanding of BSA/AML regulations, suspicious activity reporting, customer due diligence, sanctions screening, and model risk management principles;
• Demonstrated ability to translate complex regulatory requirements into actionable data solutions and present findings to senior leadership and regulators;
• Certified Anti-Money Laundering Specialist (CAMS) or equivalent compliance certification is strongly preferred.

Preferred Skills and Experience:

• Experience leading cross-functional initiatives involving Engineering, Legal, Product Compliance, and external consulting partners;
• Background in building internal case management systems, SAR automation tools, or RPA solutions;
• Familiarity with AML detection platforms;
• Track record of delivering measurable impact (e.g., reduced case volumes, improved detection of high-risk activity, increased operational efficiency).

Compensation and Benefits:

$148,000- $220,000 USD

Base salary is just one part of our total rewards package at xAI, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.

ITAR Requirements:

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

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