Project Manager – Escalations Specialist

Summary

The High Priority Escalations Team sits within Global Response Operations and is responsible for protecting users, communities, and businesses from risk across a large-scale digital ecosystem. The team manages realtime crises, investigates emerging risks, and coordinates responses during critical events such as elections, safety incidents, and highimpact operational issues.

This team specializes in the most complex and sensitive escalations, designing immediate mitigation actions as well as longerterm systemic solutions. Leveraging deep knowledge of internal tools, policies, and processes, the team ensures risks are accurately assessed and addressed. This role requires excellent judgment, comfort with ambiguity, and collaboration across multiple crossfunctional partners.

Responsibilities

• Review and investigate highpriority escalations across multiple products and user surfaces
• Handle sensitive or potentially offensive content, including images, videos, language, and highrisk subject matter
• Interpret and enforce community standards, advertising policies, commerce guidelines, and other platform rules
• Use internal tools to manage escalations and identify gaps or areas for improvement
• Adapt quickly to changing requirements and effectively prioritize competing requests
• Solve problems in highpressure and ambiguous situations while maintaining a strong sense of urgency
• Communicate clearly and calmly with crossfunctional teams such as Public Policy, Legal, Sales, Product, and Engineering
• Participate in a 24/7 support model, including rotational oncall, weekend, and afterhours coverage
• Understand the broader escalations landscape and collaborate with specialized teams when needed
• Collect and analyze data to identify trends and recommend improvements to processes, policy enforcement, or product experience
• Work seamlessly with global partners to ensure consistent operational execution across regions
• Manage exposure to potentially graphic or objectionable content as required by the nature of escalations

Minimum Qualifications

• 5+ years of experience in operations, escalations management, risk management, consulting, or a similar function
• Strong strategic thinking and a proven ability to drive operational improvements
• Experience influencing stakeholders across functions and geographies
• Demonstrated ability to make sound judgments under tight deadlines and competing priorities

Preferred Qualifications

• 3+ years in investigations, trust & safety, or online operations within a technology environment
• Bachelor's degree or advanced degree in business, policy, information systems, journalism, law, government, or related fields
• Experience using analytical tools such as Excel or SQL to drive decisions
• Experience managing crosstimezone projects with multiple stakeholder groups

We regret to inform that only shortlisted candidates will be notified

EA Reg No: R25145980, Bibi Fatima

Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544