Head of Community Escalations, Americas, Risk and Response

Facebook | Austin, TX

Posted Date 8/10/2018
Description Our North America CO Escalations Manager will be responsible for managing a high-performing team within Risk & Response's Global Escalations team. Our leader will ensure that we build a deep understanding of issues impacting our community, build strong, strategic relationships with stakeholders across the business, and provide direction, coaching, and mentorship to a diverse, motivated team of individual contributors and managers responsible for resolving and responding to the most complex and challenging issues facing our users. He/she will work to improve the overall escalations experience for our users. You will help shape the team's long-term vision, devise and drive global goals, and identify opportunities to drive change to help Facebook provide the best support for our communities and users.


  • Provide mentorship, guidance and career development to a team of regional managers and individual contributors

  • Lead and enable a high-performing team to deliver on goals by providing superb 1:1 support, and enabling deeper, more scalable solutions

  • Help shape regional team vision and establish team goals, in partnership with global peers

  • Work with direct reports and leaders across the organization on strategies for executing, measuring progress and sharing results

  • Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve and develop solutions

  • Identify actionable insights, suggest recommendations and influence team strategy through effective communication

  • Lead strategic tools, systems, and data projects to help the team analyze trends and delivering insights to define goals and improve processes

  • Build strategic relationships with global and cross-functional teams to understand and anticipate risks to the company, develop global solutions across operations and policy

  • Regularly communicate and interface with leadership and global executives in crisis management situations

  • Advocate for users within their regional market, partnering with global and cross-functional teams to develop global solutions

  • Address sensitive content issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material


  • Operations domain experience: 6+ years of experience working in large-scale operations, domains such as online operations, escalations, informational systems, compliance, crisis/risk management, policy, legal operations or management consulting

  • Leadership: 2+ years of people management experience with proven track record of attracting, scaling and developing teams

  • -Experience managing people managers remotely

  • Communication: Demonstrated experience influencing across functional boundaries and/or globally

  • BS/BA Degree


  • Experience managing remotely, across global regions

  • Advanced degree in business, policy, information systems, legal, etc.

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