Regulatory Escalations Manager

Job description

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 judgment. 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 agentive operating model where AI handles routine work and human experts focus on the cases, decisions, and system improvements that require judgment, creativity, and domain expertise. 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 improvements. This role is for people who navigate ambiguous situations by defining structure, identifying key decisions, and driving toward resolution, prioritize effectively across competing demands, and see AI as a force multiplier for better outcomes. **Disturbing content:** This role requires the 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. **On call:** This role will require regular scheduled weekend and holiday oncall work, and some non-scheduled crisis intervention. **Pace:** The work is interrupt-driven. You'll balance proactive improvement work with reactive escalation response, and the escalations take priority. **AI Forward:** This team actively uses AI tools in its daily operations. You're expected to push the boundary of what AI can handle and know where human judgment must intervene.