About the Company
Our client is a leading global technology company operating a large-scale digital platform used by individuals and businesses around the world. The business is focused on building safe, trusted, and reliable online experiences while supporting users and partners across multiple markets.
THIS IS A 1 YEAR CONTRACT SUBJECT TO EXTENSION BASED ON PERFORMANCE AND BUSINESS NEEDS
About the Role
We are looking for an experienced operations professional to join a global escalations team supporting high-priority, sensitive, and time-critical platform issues.
This role sits within a global operations function responsible for identifying, assessing, and responding to complex risks across digital products and online communities. The team handles urgent escalations, emerging risks, sensitive user and business issues, crisis situations, and ambiguous operational challenges that require strong judgement, policy understanding, stakeholder coordination, and fast execution.
Key Responsibilities
- Review, assess, and manage high-priority escalations across digital platforms, products, and user communities.
- Investigate sensitive user, content, advertising, and business-related issues, ensuring appropriate action is taken in line with internal policies and guidelines.
- Interpret and apply platform policies, terms of service, advertising standards, commerce policies, and product-specific rules.
- Respond to urgent and ambiguous escalations with a strong sense of ownership, judgement, and urgency.
- Use internal systems and tools to manage escalations, document findings, track actions, and surface gaps where required.
- Prioritize competing requests and adapt quickly to changing requirements, risk levels, and business needs.
- Work closely with internal stakeholders across policy, legal, public affairs, sales, product, engineering, and operations.
- Communicate clearly and calmly with multiple stakeholders during sensitive or high-pressure situations.
- Support response efforts during critical events, emerging risks, crisis scenarios, and other high-impact platform issues.
- Analyze escalation patterns, operational trends, and relevant data to identify process, policy, or product improvement opportunities.
- Recommend practical improvements to strengthen escalation handling, risk mitigation, and operational workflows.
- Collaborate closely with global teams to ensure consistent, timely, and well-coordinated responses across regions.
- Participate in a 24/7 team structure, which may include rotational weekend, on-call, or after-hours coverage.
Minimum Requirements
- At least 5 years of experience in operations, escalations management, risk management, consulting, trust and safety, investigations, or a related field.
- Strong judgement and the ability to make decisions under tight deadlines and competing priorities.
- Experience working through complex, ambiguous, or sensitive operational issues.
- Strong communication skills with the ability to influence and build relationships across teams, functions, and regions.
- Proven ability to improve operational processes, customer or user experience, and ways of working.
- Comfortable working in fast-paced, high-pressure environments with changing priorities.
Preferred Requirements
- Experience in investigations, trust and safety, online operations, platform operations, or technology-related environments.
- Background in business, policy, legal, journalism, information systems, government, philosophy, or a related field.
- Experience using data and analytical tools such as Excel, SQL, or similar platforms to support decision-making.
- Experience managing projects or programs across time zones with multiple stakeholders.
- Prior exposure to content policy, platform safety, risk mitigation, or digital operations would be advantageous.
