Executive Escalations Manager

United States Digital Space LLC; Washington; Hybrid; USD 210,000 - 260,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Equity donation matching

Generous vacation

Parental leave

Flexible hours

Job summary

United States Digital Space LLC is seeking an experienced Executive Escalations Manager to help stand up a new Community & Executive Escalations pillar. You will lead incident triage, craft playbooks, and coordinate cross-functional teams to resolve high-stakes user issues via executive channels.

The role requires calm under pressure, precise written communication, and a bias toward action as the organization grows; office presence is expected under a location-based hybrid policy.

Qualifications

• 6+ years in escalation management or related frontline ops
• Direct hands-on experience running incidents or escalations
• Sharp written communication for senior leaders
• Excellent judgment under pressure
• Cross-functional coordination in real time
• Pattern-detection mindset to surface root issues

Responsibilities

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs
• Own executive escalations end-to-end during your coverage hours
• Communicate crisply with internal stakeholders and brief executives
• Write post-escalation reports detailing actions and improvements
• Lead a recurring escalations insights forum with partner teams

Skills

Escalation management

Executive communications

Incident coordination

Stakeholder management

Pattern detection

Education

Bachelor’s degree or equivalent

Job description

About the company

the company’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the role

We're seeking an experienced Executive Escalations Manager to be a founding member of a new pillar of our Operations organization: Community & Executive Escalations. This role is the front line of how the company protects its reputation when high-stakes user issues surface through executive channels. You'll help stand up the function from scratch and operate it day-to-day. You'll be the person building the playbooks and escalation criteria, triaging incoming escalations, and running them to resolution alongside cross-functional partners. The ideal candidate combines calm-under-fire judgment with sharp written communication and a bias toward action.

Responsibilities

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage escalations coming from the company’s executive team

• Own executive escalations end-to-end during your coverage hours

• Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current

• Write clear post-escalation reports that capture what happened, what we did, and what should change—so the next escalation is easier than the last

• Lead a recurring escalations insights forum: identify patterns across escalations and drive the resulting product and policy changes with partner teams

You may be a good fit if you have

• 6+ years of experience in escalation management, trust & safety operations, customer support, or a related front-line operations role—ideally at a consumer or developer platform.

• Direct, hands-on experience running incidents or escalations: you've been the person investigating the issue, coordinating R&R with XFN partners, and writing executive comms.

• Sharp written communication—you can brief a senior leader in three sentences and document an incident so the next responder can pick it up cold

• Excellent judgment under pressure

• Comfort coordinating across functions in real time and influencing partners without positional authority

• A pattern-detection mindset—you spot the second-order issue beneath the first-order complaint and surface it to the right people

• Comfort with ambiguity and a bias toward action; this team is brand new and you'll be helping define what good looks like as you operate

• Excitement about protecting the company's reputation and relationships at a moment when public attention on AI has never been higher

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary

$210,000—$260,000 USD

Logistics Minimum education

Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study

A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience

Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy

Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship

We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.

How we're different

We believe that the highest-impact AI research will be big science. At the company we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to the company, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come work with us!

the company is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues.

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