Sr. Safety Specialist, Escalation Operations

Pinterest•San Francisco, CA

14h•Remote

About The Position

Pinterest is seeking a strong individual contributor to join their Trust & Safety Enforcement Operations organization. This role will be responsible for responding to and mitigating escalations, interacting directly with Pinterest’s executive staff and cross-functional partners. The position requires alignment and engagement with various internal stakeholders, including Sales, Executives, Legal, Comms, Product, and Data Science. The specialist will use critical thinking and insights to support the enhancement of operational processes and policies, collaborate closely with the operations team and cross-functional partners to support organizational goals and projects, gain in-depth familiarity with escalation procedures, test and improve tools and best practices, provide context and feedback to teams building new features, and build relationships with other teams who help keep Pinterest safe. The role emphasizes AI as a partner in augmenting creativity and amplifying impact, and candidates will be assessed on their foundational skills and collaboration with AI, with a focus on explaining their approach and thought process.

Requirements

3 years minimum experience in escalation and/or incident management.
Bachelor’s degree in a related field or equivalent experience.
Critical thinker, capable of embracing ambiguity while leveraging data-driven decision frameworks to enable operational deliverables.
Previous experience working in sensitive content review and/or moderation or closely related community operations.
Exceptional communicator across functions at all levels of the company, including with executive staff.
Takes ownership and accountability of platform user experience, process improvement and issue resolution.

Responsibilities

Support the development and maintenance of policies and procedures for this growing program of work, ensuring the team prioritizes user and platform safety, while driving scalable outcomes for operational teams.
Become a policy generalist who responds to escalations efficiently and effectively within Pinterest’s Community Guidelines.
Autonomously leverage internal tooling and internal AI agents to investigate issues.
Own resolution of high priority escalations through investigation, action, and cross-functional collaboration.
Own decisions in nuanced cases and influence others to take action.
Embrace ambiguity and change and drive a track record of success for the team.
Share rotating weekend, off-hour, and holiday coverage responsibilities.
Play a strong supporting role in advocating for the team’s needs, particularly as they relate to our company’s focus on employee health and well-being.
Collaborate with internal stakeholders to implement policies and procedures, conduct risk assessments, and provide guidance to the team on best practices to mitigate and resolve escalations.
Facilitate a high performance team culture.