AI-Driven Global Escalations Lead, Response Ops

Meta; Austin (TX); On-site; USD 100,000 - 143,000; Full time

Job summary

Meta is seeking an Escalations Manager within Global Response Operations to own high-priority cases, coordinating across Policy, Legal, Engineering, and Communications, and driving resolutions with strict SLA adherence. You will work with AI-enabled workflows, review AI outputs, and lead on-call shifts across time zones, shaping how humans and machines collaborate to protect platform integrity.

This role demands ambiguity tolerance, judgment under pressure, and the ability to translate complex

Qualifications

• 3+ years in escalations management or related operational field.
• Experience with AI tools for investigations and workflow automation.
• Strong analytical and executive communication skills.
• Ability to work across teams and manage time-sensitive cases.

Responsibilities

• Drive high-priority escalations to resolution with SLA adherence.
• Conduct multi-system investigations across surfaces and stakeholders.
• Coordinate across Policy, Legal, Engineering, Sales, Communications and Leadership.
• Synthesize and deliver executive-level communications and situational awareness.

Skills

Escalations management

AI tools proficiency

Prompt engineering

Investigation & analysis

Executive communication

Cross-functional collaboration

Policy & compliance knowledge

Mentoring & leadership

Job description

Meta is seeking an Escalations Manager within Global Response Operations to own high-priority cases, coordinating across Policy, Legal, Engineering, and Communications, and driving resolutions with strict SLA adherence. You will work with AI-enabled workflows, review AI outputs, and lead on-call shifts across time zones, shaping how humans and machines collaborate to protect platform integrity.

This role demands ambiguity tolerance, judgment under pressure, and the ability to translate complex