Manager II, Escalation Operations

What you’ll do

• Help develop and maintain policies and procedures for this growing area of work, with a focus on user and platform safety while enabling scalable outcomes for operational teams.
• Serve as a policy generalist, responding to escalations efficiently and effectively within Pinterest’s Community Guidelines.
• Independently use internal tooling and AI agents to investigate issues.
• Lead the resolution of high-priority escalations through investigation, decision-making, and cross-functional collaboration.
• Exercise sound judgment in nuanced cases and influence partners to take appropriate action.
• Navigate ambiguity and change while contributing to a strong track record of success for the team.
• Participate in rotating weekend, off-hour, and holiday coverage.
• Support advocacy for team needs, especially those tied to employee health and well-being.
• Partner with internal stakeholders to implement policies and procedures, conduct risk assessments, and guide the team on best practices for escalation prevention and resolution.
• Contribute to a high-performing team culture.

What we’re looking for

• Bachelor’s or Master’s degree in a relevant field, or equivalent practical experience.
• Minimum of 3 years of direct people management experience.
• Minimum of 5 years of experience in escalation and incident management.
• Strong critical thinking skills, with the ability to navigate ambiguity and apply data-driven decision frameworks to support operational strategy and execution.
• Previous experience in sensitive content review, moderation, or closely related community operations.
• Exceptional communication skills across functions and at all levels of the company, including with executive staff.
• Proven track record of building and scaling operational processes.
• Strong ownership and accountability for platform user experience, process improvement, and issue resolution.