Senior Manager, Moderation Escalations

As our Senior Manager of Moderation Escalations, you aren't just managing a localized queue—you are the architect of our escalation response and insights generation systems. Leading highly specialized teams, you will transform global escalations into a proactive, insight-driven safety engine. By bridging Product, Engineering, and Executive Leadership, you will steer the strategy that protects millions of users daily. If you are ready to command a global front-line team and shape the future of online safety, come build with us.

You will report to the Senior Manager, Moderation Operations.

• Build and drive a world-class global escalations and insights program, evolving our escalation systems from v0 into a sophisticated, industry-leading defect reduction engine.
• Manage a team of escalation specialists, product support specialists, and proactive moderation specialists, eventually establishing a seamless "Follow-the-Sun" operational model.
• Transition the program from transactional response to proactive prevention by identifying root causes of moderation errors and partnering with cross-functional teams to implement systemic fixes.
• Serve as the senior Moderation lead in our India office, providing strategic guidance, mentorship, and a unified voice for the local moderation organization.
• Recruit, hire, and lead a specialized team for escalation management, fostering a culture of high accountability, rapid problem-solving, and continuous learning.
• Transform raw escalation data into actionable insights, providing leadership with visibility into emerging safety trends and the effectiveness of our current policies.
• Partner deeply with Product and Engineering leadership to improve investigation tooling and safety systems, ensuring our technical infrastructure keeps pace with emerging global risks
• Ensure industry-leading response times and high-quality resolutions for complex safety incidents, maintaining strict SLAs while upholding the highest standards of accuracy and empathy.
• Champion robust psychological safety and resiliency programs tailored for global teams routinely exposed to graphic or objectionable content in high-urgency and high-visibility situations.
• This role requires collaboration with team members based in California, USA, and other global sites.
• This role requires on-call work at weekends on a rotational basis.
• This role involves exposure to graphic and/or objectionable content.

You Have:

• Bachelor's degree in business, operations, or a related field
• 6-12 years of experience in an operations or policy role in Trust and Safety or content moderation, with a focus on incident management.
• 6+ years experience managing people to include coaching and development.
• Strong program management skills, with experience leading projects at scale.
• Experience developing processes to improve operational efficiency.
• Experience using data and AI tools to lead and speed up decision-making.
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces.