Escalations Manager, Global Response Operations

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

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 thrive in ambiguity, adapt quickly to shifting priorities, and see AI as a force multiplier for better outcomes.

This role requires review of content, issues and matters that can be offensive or disturbing, including but not limited to graphic violence, self-harm, hate speech, abuse, and sexually explicit material. Meta provides resources and support for employees who work with sensitive content. This role will require regular scheduled weekend and holiday on-call work, and some non-scheduled crisis intervention.

• 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 (e.g., efficiency gains, quality improvements)
• 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