Escalation Manager

Meta; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Meta is seeking experts for Global Response Operations to manage high-stakes escalations across our platforms, including civic concerns, advertiser integrity, and regulatory risk. You will apply structured judgment, coordinate with partners, and ensure rapid, accurate resolutions in time-sensitive scenarios.

Working with AI-assisted investigations and workflows, you will help design how humans and AI collaborate, codify best practices, and lead pods that drive measurable operational improvements

Job description

Global Response Operations (GRO) is Meta's frontline defense against threats to platform integrity, user safety, regulatory compliance, and advertiser support.

The Response teams solve essential escalations, remediate the most critical issues, and respond to urgent risks and incidents. We respond when the stakes are highest: high-priority escalations that demand speed, precision, coordination, and judgement. We work closely with our partners to fix gaps in our platforms.

Our mandate is to manage complex and novel situations that require special care across Meta's family of apps, all surfaces and domains, all issue types and all user groups. We are transitioning to an agentic operating model where AI handles routine work and human experts focus on the cases, decisions, and system improvements that require judgment, creativity, and domain depth. You will own Meta's most complex, sensitive, and time-critical escalations, where AI reaches its limits and expert human judgment determines the outcome.

Working across all Meta surfaces, products, and issue types, you'll investigate and resolve high-stakes situations spanning civic concerns, entertainment events, advertiser integrity, regulatory risk, and AI product failures. You'll serve as a domain expert and workflow contributor by designing how humans and AI work together, critically evaluating AI outputs, encoding your expertise into systems that scale, and supporting others to do the same. You'll lead or contribute to pods that drive measurable operational improvement.

This role is for people who navigate ambiguous situations by defining structure, identifying key decisions, and driving toward resolution, prioritize effectively across competing demands, and see AI as a force multiplier for better outcomes. 5+ years of experience in escalation management, trust and safety, crisis response, investigations, regulatory compliance, policy, or a related operational fieldDemonstrated ability to manage and resolve high-pressure, time-sensitive situations with sound judgment and minimal supervisionActive, daily proficiency with AI tools — including prompt engineering, AI-assisted investigation, and workflow automation — with the ability to critically evaluate and override AI outputsExperience synthesizing large volumes of qualitative and quantitative information into actionable insights to inform operational decisionsClear, structured written communication — able to produce executive-level briefs, case reports, and stakeholder updates (leveraging AI for drafting where appropriate)Experience building effective relationships and collaborating across teams with technical and non-technical partnersExperience identifying process inefficiencies or capability gaps and designing solutions that improved operational outcomesAbility to build alignment and collaborate effectively to move work forward across teams Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)Familiarity with Meta's products, policies, and enforcement systemsBackground in one or more of: content integrity, intellectual property, regulatory frameworks, advertiser policy, or civic/political escalationsExperience in adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy review)Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)Experience in leading or mentoring others; ability to drive pod-level accountability for outcomesDemonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies