Regulatory Escalations Manager

Meta•Washington, DC

1d•$100,000 - $143,000

About The Position

Global Response Operations (GRO) is Meta's frontline defense against threats to platform integrity, user safety, regulatory compliance, and advertiser support. The team handles essential escalations, critical issues, urgent risks, and incidents across Meta's apps, surfaces, domains, issue types, and user groups. It is transitioning to an agentive operating model in which AI handles routine work while human experts focus on cases, decisions, and system improvements requiring judgment, creativity, and domain expertise. The Regulatory Escalations Manager owns Meta's most complex, sensitive, and time-critical escalations, including situations involving civic concerns, entertainment events, advertiser integrity, regulatory risk, and AI product failures. The role investigates and resolves high-stakes cases, coordinates responses across teams, and contributes domain expertise to workflows that combine human judgment and AI. This includes evaluating AI outputs, encoding expertise into scalable systems, improving operational workflows, and supporting colleagues. The role involves reviewing potentially offensive or disturbing content, including graphic violence, self-harm, hate speech, abuse, and sexually explicit material. Meta provides resources and support for employees who work with sensitive content. Work is interrupt-driven, with reactive escalations taking priority over proactive improvement work. The team actively uses AI tools, and the role requires pushing the boundaries of what AI can handle while recognizing when human judgment must intervene. Regular scheduled weekend and holiday on-call work is required, along with some unscheduled crisis intervention.

Requirements

At least 4 years of experience in escalation management, trust and safety, crisis response, investigations, regulatory compliance, policy, or a related operational field.
Demonstrated ability to manage and resolve high-pressure, time-sensitive situations with sound judgment and minimal supervision.
Active, daily proficiency with AI tools, including prompt engineering, AI-assisted investigation, and workflow automation, and ability to critically evaluate and override AI outputs.
Experience synthesizing large volumes of qualitative and quantitative information into actionable insights, such as root cause analyses, trend reports, or executive summaries.
Clear, structured written communication skills, including the ability to produce executive-level briefs, case reports, and stakeholder updates, leveraging AI for drafting where appropriate.
Experience building effective relationships and collaborating across teams with technical and non-technical partners.
Experience identifying process inefficiencies or capability gaps and creating scalable solutions, such as workflows, tools, or runbooks.
Ability to build alignment and collaborate effectively to move work forward across teams.

Nice To Haves

Ongoing AI skill development, such as prompt or context engineering and agent orchestration, and staying current with emerging AI technologies.
Familiarity with Meta's products, policies, and enforcement systems.
Experience with structured AI evaluation, including red-teaming, prompt testing, rubric design, or failure mode analysis.
Experience leading or mentoring others and driving team-level accountability for outcomes.
Experience adhering to and implementing responsible, ethical AI practices, such as risk assessment, bias mitigation, and quality and accuracy reviews.
Demonstrated ability to integrate AI tools to optimize or redesign workflows and drive measurable impact, such as efficiency gains or quality improvements.
Background in content integrity, intellectual property, regulatory frameworks, advertiser policies, or civic/political escalations.
Track record of building AI-powered workflows, agents, or automations that measurably improved team output or efficiency.

Responsibilities

Drive high-priority escalations from triage through investigation, coordination, and resolution, mitigating time-sensitive cases within SLA and minimizing business or reputational impact.
Conduct multi-system investigations into complex or novel cases, produce root cause analyses, and document findings to prevent recurrence.
Coordinate response strategies across Policy, Legal, Engineering, Sales, Communications, Leadership, and external-facing networks.
Deliver executive-level communications and accurate, actionable situational awareness to leadership and partners, using AI where appropriate.
Exercise judgment in unprecedented situations and make high-stakes decisions that support continuous improvement.
Work on-call shifts within a global team, maintaining readiness and consistent decision-making across time zones and shifting priorities.
Contribute to end-to-end workflow quality across human-in-the-loop and human-on-the-loop deployments; identify when human intervention is needed and flag issues affecting automated outputs.
Translate expert judgment and domain knowledge into explicit rules, prompts, and decision frameworks that AI systems can execute.
Lead or contribute to sprints and pods that improve operational efficiency, effectiveness, and performance.
Design and iterate on AI-assisted workflows, prompts, decision trees, runbooks, and automations to improve throughput, outcomes, or handling time and eliminate recurring manual steps.
Support peer development in judgment, AI tool mastery, and escalation calibration through case reviews and real-time modeling.
Conduct case quality reviews, identify patterns in errors and AI failures, and implement corrections.
Critically evaluate AI-generated assessments, investigation outputs, and recommended actions; document failure patterns and provide structured improvements to systems.
Identify when regulatory, policy, or operational changes require updates to automation rules, prompts, or decision logic.
Provide actionable feedback on AI launches based on operational experience.
Design escalation logic, runbooks, and decision trees that specify how AI handles edge cases and when cases are routed to humans.
Create and maintain AI prompts, playbooks, and evaluation rubrics that govern AI performance in the domain.
Test and validate AI capabilities before deployment to ensure workflow quality and reliability.
Design AI skills and capabilities to check and co-pilot human work, incorporating manual and human-in-the-loop quality mechanisms into operational processes.
Maintain deep domain expertise on evolving threats, platform dynamics, and policy or legal landscapes.
Surface emerging patterns, systemic issues, and root cause hypotheses as strategic signals for upstream action.
Monitor workflow health and performance drift, surfacing degradation before errors compound.
Document investigation methodologies and resolution approaches for novel case types to build institutional knowledge.
Identify volume drivers, capability gaps, and process inefficiencies that inform operational roadmaps.
Own investigations and resolutions involving Meta AI products, including LLM outputs, AI agents, and AI-generated content.
Develop pattern recognition for AI system failure modes, including harmful, inaccurate, or policy-violating outputs.
Partner with cross-functional teams to develop AI-specific escalation protocols and intervention capabilities.
Participate in AI red-teaming and stress testing, contributing findings that strengthen guardrails.