Escalations Manager, Global Response Operations

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

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 improvement. This role is for people who thrive in ambiguity, adapt quickly to shifting priorities, and see AI as a force multiplier for better outcomes.

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

Responsibilities
**Response & Crisis Management***
* Drive Meta's highest-priority escalations to resolution: from initial triage through investigation, cross-functional coordination, and final resolution, ensuring time-sensitive cases are mitigated within SLA and with minimal business or reputational impact
* Conduct rigorous, multi-system investigations: connect signals across surfaces and stakeholders on complex or novel case types (LLM hallucinations, AI agent misbehavior, deepfake/synthetic media, cross-platform integrity failures), producing root cause analysis and documentation that prevents recurrence
* Coordinate across Policy, Legal, Engineering, Sales, Communications, Leadership, and other XFN: drive aligned response strategies on cases carrying reputational, legal, or business risk, translating complexity into clear decisions and accountable next steps
* Synthesize and deliver executive-level communications: leverage AI to ensure accurate, actionable situational awareness reaches leadership and partners when it matters
* Exercise judgment on unprecedented situations: make high-stakes calls and set precedent for continuous improvement
* Work on-call shifts within a global team: maintain 24/7 readiness and operate effectively across time zones, delivering consistent quality and decision-making during high-priority escalations
* **Human + AI Orchestration***
* Contribute to workflow performance in your domain: support end-to-end quality across HITL and HOTL deployments, identifying when intervention is needed and flagging issues that affect automated outputs
* Translate expert human judgment into encodable logic: convert tacit domain knowledge (policy interpretation, contextual reasoning, edge case intuition) into explicit rules, prompts, and decision frameworks that AI systems can execute
* Lead or contribute to sprints and pods that transform operations: drive measurable improvements in efficiency, effectiveness, and performance outcomes
* Design and iterate on AI-assisted workflows (prompts, decision trees, runbooks, automations): increase team throughput, measured by reduced handling time, enhanced outcomes, or eliminated manual steps for recurring case patterns
* Support peer development on judgment, AI tool mastery, and escalation calibration: share expertise through case reviews and real-time modeling, contributing to the team's collective capability
* Conduct case quality reviews: identify patterns in errors and AI failures; implement corrections that raise the bar for the team
* **AI Judging and Design***
* Critically evaluate AI-generated assessments, investigation outputs, and recommended actions: correct and document failure patterns, feeding structured improvements back into the system so accuracy improves over time
* Identi