Executive Escalations Manager
Core
Front-line operations role managing high-stakes executive escalations to protect company reputation and resolve critical user issues.
Role type
Senior IC Executive Escalations Manager
Builds
Playbooks, escalation criteria, tooling solutions, SOPs, and incident response processes for executive channels
Domain
AI safety operations / Trust & Safety / Crisis Management
Deliverable
client delivery
Required skills
Escalation management, incident response, cross-functional coordination, executive communication, pattern detection, ambiguity navigation, bias toward action
Preferred skills
Experience in consumer or developer platform operations, trust & safety, customer support
Technologies
Incident management tools, communication channels
Responsibilities
Build playbooks and escalation criteria; triage and manage incoming executive escalations; communicate crisply with internal stakeholders and executives; write post-escalation reports; lead recurring insights forums to drive product and policy changes
Seniority
Senior, hands-on IC
