Manager II, Escalation Operations

Responsibilities

• Develop and maintain operational policies focused on user and platform safety
• Serve as a policy generalist responding effectively to escalations
• Independently investigate issues using internal tools and AI agents
• Lead resolution of high-priority escalations through investigation and collaboration
• Exercise sound judgment and influence partners in nuanced cases
• Navigate ambiguity while contributing to team success
• Participate in rotating weekend and holiday coverage

Qualifications

• Bachelor's or Master's degree in a relevant field or equivalent practical experience
• Minimum of 3 years of direct people management experience
• At least 5 years of experience in escalation and incident management
• Strong critical thinking skills for navigating ambiguity and using data-driven decision making
• Experience in sensitive content review, moderation, or community operations
• Exceptional communication skills with stakeholders at all levels including executive staff
• Pioneered record of building and scaling operational processes