Manager II, Escalation Operations

Pinterest; United States; Hybrid; USD 120,321 - 247,718; Full time

Job summary

Pinterest is seeking a strong people manager to lead escalations within our Trust & Safety Enforcement Operations. You will partner with executives and cross-functional teams to improve processes, evaluate tools, and guide escalation prevention and resolution.

The role emphasizes judgment, data-driven decisions, and collaboration across Sales, Legal, Communications, Product, and Data Science. You will develop deep expertise in escalation procedures, support policy improvements, and ensure

Qualifications

• Minimum 3 years of direct people management experience.
• Minimum 5 years of escalation and incident management.
• Strong critical thinking skills with data-driven decision making.
• Experience in sensitive content review or closely related community operations.

Responsibilities

• Develop and maintain policies and procedures for this growing area of work, focusing on user and platform safety while enabling scalable outcomes for operational teams.
• Serve as a policy generalist, responding to escalations efficiently and effectively within Community Guidelines.
• Independently use internal tooling and AI agents to investigate issues.
• Lead the resolution of high-priority escalations through investigation, decision-making, and cross-functional collaboration.
• Navigate ambiguity and change while contributing to a high-performing team culture.

Skills

People management

Escalation management

Critical thinking

Communication

Education

Bachelor's or Master's degree

Job description

About Pinterest:

Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. At Pinterest, we're on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product.

Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other's unique experiences and embrace the flexibility to do your best work. Creating a career you love? It's Possible.

At Pinterest, AI isn't just a feature, it's a powerful partner that augments our creativity and amplifies our impact, and we're looking for candidates who are excited to be a part of that. To get a complete picture of your experience and abilities, we'll explore your foundational skills and how you collaborate with AI.

Through our interview process, what matters most is that you can always explain your approach, showing us not just what you know, but how you think. You can read more about our AI interview philosophy and how we use AI in our recruiting process here.

We're seeking a strong people manager to lead escalations within our Trust & Safety Enforcement Operations organization. In this role, you'll partner closely with Pinterest executives and cross-functional teams across Sales, Legal, Communications, Product, and Data Science. You'll use sound judgment and critical thinking to improve operational processes and policies, while helping advance key team priorities and broader organizational goals.

You'll also develop deep expertise in our escalation procedures, help evaluate and improve tools and best practices, provide context and feedback to teams building new features, and cultivate strong partnerships with the teams that help keep Pinterest safe.

What you'll do:

• Help develop and maintain policies and procedures for this growing area of work, with a focus on user and platform safety while enabling scalable outcomes for operational teams.
• Serve as a policy generalist, responding to escalations efficiently and effectively within Pinterest's Community Guidelines.
• Independently use internal tooling and AI agents to investigate issues.
• Lead the resolution of high-priority escalations through investigation, decision-making, and cross-functional collaboration.
• Exercise sound judgment in nuanced cases and influence partners to take appropriate action.
• Navigate ambiguity and change while contributing to a strong track record of success for the team.
• Participate in rotating weekend, off-hour, and holiday coverage.
• Support advocacy for team needs, especially those tied to employee health and well-being.
• Partner with internal stakeholders to implement policies and procedures, conduct risk assessments, and guide the team on best practices for escalation prevention and resolution.
• Contribute to a high-performing team culture.

What we're looking for:

• Bachelor's or Master's degree in a relevant field, or equivalent practical experience.
• Minimum of 3 years of direct people management experience.
• Minimum of 5 of experience in escalation and incident management.
• Strong critical thinking skills, with the ability to navigate ambiguity and apply data-driven decision frameworks to support operational strategy and execution.
• Previous experience in sensitive content review, moderation, or closely related community operations.
• Exceptional communication skills across functions and at all levels of the company, including with executive staff.
• Proven track record of building and scaling operational processes.
• Strong ownership and accountability for platform user experience, process improvement, and issue resolution.

Relocation Statement:

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement:

• We recognize that the ideal environment for work is situational and may differ across departments. What this looks like day-to-day can vary based on the needs of each organization or role.
• Our PinFlex future of work philosophy requires this role to visit a Pinterest office for collaboration approximately 1x per quarter. For employees not located within a commutable distance from this in-office touchpoint, Pinterest will cover T&E. Learn more about PinFlex here.

#LI-REMOTE

#LI-AAR

US based applicants only

$120,321 — $247,718 USD

Information regarding the culture at Pinterest and benefits available for this position can be found here.

Our Commitment to Inclusion:

Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member) or any other consideration made unlawful by applicable federal, state or local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you require a medical or religious accommodation during the job application process, please completethis form for support.

By submitting this application, I certify that all information submitted in my application and throughout the hiring process is true, accurate, and complete to the best of my knowledge. I understand that any false statement, omission, or misrepresentation may disqualify me from employment consideration or result in termination if discovered after hire.