Incident Response Manager, Enforcement

Key Responsibilities

On-call Program Ownership

• Own the Enforcement On-Call program end-to-end: rotations, coverage models, and escalation paths
• Establish and maintain on-call documentation, runbooks, and SOPs so that anyone stepping into the rotation has what they need to act quickly and consistently
• Triage tooling issues affecting on-call operations and drive them to resolution with engineering partners
• Report out regularly on inbound volume, response metrics, trend lines, and staffing needs to inform long-term investment

Cross-functional Escalations

• Serve as the primary point of contact for sensitive enforcement escalations that require cross-functional coordination across Policy, Legal, Safeguards, Product, and Comms
• Absorb information from multiple inputs quickly, frame the decision cleanly, and communicate clear updates, recommendations, and trade-offs to both operational and executive audiences
• Drive processes that keep teams aligned and moving during fast-changing situations, including sensitive investigations, product mitigations, and coordinated responses
• Manage escalation pathways to law enforcement and NCMEC based on established referral criteria, and track referral volume and trends over time

Automation & Program Maturity

• Identify the right repetitive operational work in the on-call and escalations pipeline and partner with engineering to automate it
• Expand and mature our rapid response toolkit through hands-on investment in new tools, playbook development, and team adoption
• Build dashboards and reporting that give the team and leadership a clear view of enforcement operational health
• Continuously improve documentation, quality, and consistency as the program scales

Minimum Qualifications

• Background in trust and safety operations, incident response, escalations management, program management, or a closely related operational role at a technology company
• Experience leading programs with meaningful cross-functional surface area, and comfort being the person others look to during an escalation
• Ability to absorb a lot of information quickly and communicate clearly and concisely in writing and verbally during high-stakes moments
• Experience coordinating with law enforcement, regulatory bodies, or other external compliance stakeholders
• Comfort making judgment calls with incomplete information and knowing when to escalate
• Ability to manage multiple concurrent workstreams without losing track of details
• Availability to support team on-call and weekend coverage when assigned

Preferred Qualifications

• Experience building or materially improving automation in an operations context (routing, triage, auto-assignment, ticket enrichment)
• Familiarity with regulatory reporting obligations in trust and safety (NCMEC, EU DSA, or similar frameworks)
• Proficiency with data tools (SQL, dashboards, spreadsheets) sufficient to build and maintain reporting workflows

Compensation

Annual Salary: $310,000—$375,000 USD