Regulatory Escalations Manager

Meta; Austin, Menlo Park, San Francisco, Washington (TX, CA, CA, District of Columbia); On-site; USD 140,000 - 210,000; Full time

Job summary

Meta in Austin, TX is seeking to join Global Response Operations. The role involves owning and resolving high-stakes escalations across platforms, requiring speed, precision, and judgment.

You will design how humans and AI work together, evaluate AI outputs, and contribute to scalable workflows and runbooks. You will lead or contribute to pods driving measurable operational improvements, handle on-call duties, and collaborate with cross-functional partners on sensitive issues including policy,

Qualifications

• 4+ years in escalation management, trust & safety, crisis response, investigations, or related operational field.
• Demonstrated ability to manage high-pressure, time-sensitive situations with sound judgment.
• Active daily proficiency with AI tools — including prompt engineering, AI-assisted investigation, and workflow automation.
• Clear, structured written communication — able to produce executive briefs, case reports, and stakeholder updates.

Responsibilities

• Own Meta's most complex, time-critical escalations across all surfaces, products, and issue types.
• Design how humans and AI work together, evaluate AI outputs, and encode expertise into scalable systems and runbooks.
• Lead or contribute to pods that drive measurable operational improvements.

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 judgment. 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 agentive operating model where AI handles routine work and human experts focus on the cases, decisions, and system improvements that require judgment, creativity, and domain expertise.

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 improvements.

This role is for people who navigate ambiguous situations by defining structure, identifying key decisions, and driving toward resolution, prioritize effectively across competing demands, and see AI as a force multiplier for better outcomes.

Disturbing content

This role requires the 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.

On call

This role will require regular scheduled weekend and holiday oncall work, and some non-scheduled crisis intervention.

Pace

The work is interrupt-driven. You'll balance proactive improvement work with reactive escalation response, and the escalations take priority.

AI Forward

This team actively uses AI tools in its daily operations. You're expected to push the boundary of what AI can handle and know where human judgment must intervene.

• 4+ years in escalation management, trust & safety, crisis response, investigations, regulatory compliance, policy, or a related operational field
• Demonstrated ability to manage and resolve high-pressure, 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
• Experience synthesizing large volumes of qualitative and quantitative information into actionable insights (e.g., root cause analyses, trend reports, or executive summaries)
• Clear, structured written communication — able to produce executive-level briefs, case reports, and stakeholder updates (leveraging AI for drafting where appropriate)
• Experience building effective relationships and collaborating across teams with technical and non-technical partners
• Experience identifying process inefficiencies or capability gaps and creating scalable solutions (e.g., new workflows, tools, or runbooks)
• Ability to build alignment and collaborate effectively to move work forward across teams
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Familiarity with Meta's products, policies, and enforcement systems
• Experience with structured AI evaluation (red-teaming, prompt testing, rubric design, failure mode analysis)
• Experience leading or mentoring others; ability to drive team-level accountability for an outcome
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
• 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 policies, or civic/political escalations
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy review)
• Track record of building AI-powered workflows, agents, or automations that measurably improved team output or efficiency