Global Escalations Lead: AI-Powered Crisis Response

Meta; Menlo Park (CA); On-site; USD 100,000 - 143,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Job summary

Meta is seeking an Escalations Manager in Global Response Operations to own high-priority escalations, coordinating across policy, legal, engineering, and communications. You will drive investigations, synthesize executive communications, and design AI-assisted workflows.

This role requires strong judgment, rapid decision-making, and comfort with ambiguity. The team operates 24/7, balancing proactive improvements with reactive escalation response, and relies on human judgment to complement AI

Qualifications

• 3+ years in escalations management, trust & safety, crisis response, investigations, regulatory compliance, policy, or related operational field.
• Proven ability to manage time-sensitive, high-stakes situations with judgment and minimal supervision.
• Active daily proficiency with AI tools, including prompt engineering, AI-assisted investigation, and workflow automation.

Responsibilities

• Drive Meta's highest-priority escalations to resolution from triage to final resolution.
• Conduct multi-system investigations and provide root cause analysis to prevent recurrence.
• Coordinate across Policy, Legal, Engineering, Sales, Communications, Leadership and other teams for aligned response strategies.

Skills

Escalations management

Complex case handling

AI tooling

Analytical skills

Executive communication

Cross-functional collaboration

Stakeholder alignment

Job description

Meta is seeking an Escalations Manager in Global Response Operations to own high-priority escalations, coordinating across policy, legal, engineering, and communications. You will drive investigations, synthesize executive communications, and design AI-assisted workflows.

This role requires strong judgment, rapid decision-making, and comfort with ambiguity. The team operates 24/7, balancing proactive improvements with reactive escalation response, and relies on human judgment to complement AI