Global Escalations Manager - AI-Driven Response

Meta; New York (NY); 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 for Global Response Operations in New York. You will own the most complex, time-sensitive escalations, orchestrate cross-functional responses, and leverage AI tools to improve decision quality and speed across high-priority cases.

You will partner with Policy, Legal, Engineering, Sales, and Communications to drive decisive actions, set precedents, and enhance operational readiness, including on-call crisis management.

Qualifications

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

Responsibilities

• Drive Meta's highest-priority escalations from triage to investigation and final resolution within SLA.
• Conduct multi-system investigations across surfaces and stakeholders to identify root causes.
• Coordinate with Policy, Legal, Engineering, Sales, Communications and leadership for aligned response strategies.
• Synthesize executive-level communications to deliver situational awareness to leadership.
• Work on-call shifts in a global team to maintain 24/7 readiness and consistent decisions.

Skills

Escalations management

AI tools

Crisis response

Analytical skills

Executive communication

Cross-team collaboration

Policy & regulatory understanding

Tools

AI tools and platforms

Job description

Meta is seeking an Escalations Manager for Global Response Operations in New York. You will own the most complex, time-sensitive escalations, orchestrate cross-functional responses, and leverage AI tools to improve decision quality and speed across high-priority cases.

You will partner with Policy, Legal, Engineering, Sales, and Communications to drive decisive actions, set precedents, and enhance operational readiness, including on-call crisis management.