Escalations Manager

Job summary

The role involves leading the Content Integrity team as an Escalations Manager, focusing on operational excellence and customer advocacy. Responsibilities include overseeing high-priority escalations, ensuring quick resolution of content issues, and maintaining the platform's integrity.

Qualifications

• Proven experience in people management or team leadership.
• Background in content moderation, risk management, or escalations for online platforms.
• Experience with outsourced moderation teams is a plus.
• Strong stakeholder management skills.

Responsibilities

• Manage a team of escalation specialists to support businesses, consumers, and internal stakeholders.
• Ensure operational excellence in handling critical escalations from various departments.
• Lead investigations into harmful content and triage high-priority cases.
• Collaborate with cross-functional teams to enhance the flagging process.
• Work with Vendor Management to meet KPIs and distribute workloads effectively.
• Improve standard operating procedures and performance assessments.
• Contribute to the strategic roadmap and identify improvement opportunities.
• Develop team members and support their career growth.

Skills

• Strategic thinking and ability to connect daily tasks to high-level goals.
• Critical evaluation of existing processes for improvement.
• Strong bias for action and customer-focused outcomes.

Education

• Not specified.

Tools

• Not specified.