Escalations Manager

Job summary

This role involves leading the Content Integrity team as an Escalations Manager, focusing on operational excellence and customer advocacy. You will oversee high-priority escalations, ensuring timely and accurate resolutions to content issues that may affect the company's reputation.

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.
• Ability to identify process improvement opportunities.
• Strategic thinker with a focus on achieving customer outcomes.

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 high-priority escalations and harmful content.
• Build relationships with cross-functional teams to understand the flagging process.
• Collaborate with Vendor Management to meet KPIs and distribute workloads effectively.
• Enhance standard operating procedures and performance assessments.
• Contribute to the strategic roadmap of the Content Integrity team.
• Foster team development and career growth.

Skills

• Leadership and team development.
• Stakeholder engagement across departments.
• Critical thinking and process evaluation.
• Strategic alignment of team goals with company objectives.

Education

• Not specified.

Tools

• Not specified.