# Manager II, Escalation Operations

**Company:** [Pinterest](https://hotfix.jobs/companies/pinterest)
**Location:** San Francisco, CA
**Role:** Other
**Salary:** $120k – $248k/yr
**Experience:** 5+ years
**Skills:** Incident Management, policy development, critical thinking, data-driven decision making, content moderation, community operations, Cross-Functional Collaboration, Risk Assessment, Process Improvement, AI Agents, internal tooling
**Posted:** 2026-07-23

> Manage and mitigate high-priority escalations in Pinterest's Trust & Safety Enforcement Operations. Develop policies, lead investigations using internal tools and AI, collaborate with executives and cross-functional teams, and drive process improvements with a focus on user safety and platform integrity. Requires 3+ years people management and 5+ years in escalation/incident management.

## Job Description

## 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.

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