Escalations Manager - AI-Enhanced Global Response

Meta Careers; Austin, Menlo Park, New York (TX, CA, NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Meta’s Global Response Operations (GRO) seeks an experienced escalations professional to own time-critical cases across platforms. You will work with AI-enabled workflows to investigate, resolve high-stakes incidents, and mentor peers. Regular on-call weekends may be required; the role demands clear communication and decisive judgment.

Join GRO to shape how humans and AI collaborate on complex risk scenarios, while delivering impact through collaborative problem solving and leadership.

Qualifications

• 3+ years in escalations management, trust & safety, crisis response, investigations, regulatory compliance, policy, or a related operational field
• Demonstrated ability to manage and resolve complex, time-sensitive situations with sound judgment and minimal supervision
• Active, daily proficiency with AI tools — including prompt engineering, AI-assisted investigation, and workflow automation — with the ability to critically evaluate and override AI outputs
• Strong analytical skills with the ability to synthesize large volumes of qualitative and quantitative information into actionable insights
• Clear, structured written communication — able to produce executive-level briefs, case reports, and stakeholder updates
• Experience building effective relationships and collaborating across teams with technical and non-technical partners
• Ability to build alignment and collaborate effectively to move work forward across teams
• Experience with structured AI evaluation (red-teaming, prompt testing, rubric design, failure mode analysis)
• Familiarity with Meta's products, policies, and enforcement systems
• Experience leading or mentoring others; ability to drive pod-level accountability for outcomes
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact
• Background in one or more of: content integrity, intellectual property, regulatory frameworks, advertiser policy, or civic/political escalations
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Track record of building AI-powered workflows, agents, or automations that measurably improved team output or efficiency

Responsibilities

• Own high-stakes escalations spanning civic concerns, safety, advertiser integrity, and regulatory risk
• Design how humans and AI work together to resolve issues and improve systems
• Lead or contribute to pods driving measurable operational improvements
• Review sensitive content with care and adhere to ethical AI practices
• Provide executive-level updates and case reports
• Participate in on-call weekend/holiday and crisis intervention as needed

Skills

Escalations management

Crisis response

AI tools usage

Prompt engineering

Analytical reasoning

Executive briefs

Cross-functional collaboration

Policy/regulatory knowledge

AI risk assessment

Mentoring

Job description

Meta’s Global Response Operations (GRO) seeks an experienced escalations professional to own time-critical cases across platforms. You will work with AI-enabled workflows to investigate, resolve high-stakes incidents, and mentor peers. Regular on-call weekends may be required; the role demands clear communication and decisive judgment.

Join GRO to shape how humans and AI collaborate on complex risk scenarios, while delivering impact through collaborative problem solving and leadership.