← All roles

Regulatory Escalations Manager

Meta· Operations
Apply on company site
Austin, TX$100k - $143kFull-timePosted 4d ago

About the role

Meta's GRO team handles high-priority escalations to protect platform integrity, user safety, regulatory compliance, and advertiser support. The Regulatory Escalations Manager owns and addresses complex, time-sensitive escalations across Meta surfaces, working with cross-functional partners, leveraging AI to scale operations, and driving continuous improvement through incident handling, workflow design, and risk assessment.

Responsibilities

  • Drive Meta's highest-priority escalations to resolution: from initial triage through investigation, cross-functional coordination, and final resolution, ensuring that time-sensitive cases are mitigated within SLA and with minimal business or reputational impact
  • Conduct rigorous, multi-system investigations: connect signals across surfaces and stakeholders on complex or novel case types (LLM hallucinations, AI agent misbehavior, deepfake/synthetic media, cross-platform integrity failures), producing root cause analysis and documentation that prevents recurrence
  • Coordinate across Policy, Legal, Engineering, Sales, Communications, Leadership, and other external-facing networks: drive aligned response strategies on cases carrying reputational, legal, or business risk
  • Synthesize and deliver executive-level communications: leverage AI to ensure accurate, actionable situational awareness reaches leadership and partners when it matters
  • Exercise judgment on unprecedented situations: make high-stakes calls and set a precedent for continuous improvement
  • Work on-call shifts within a global team: maintain 24/7 readiness and operate effectively across time zones
  • Contribute to workflow performance in your domain: support end-to-end quality across human-in-the-loop and human-on-the-loop deployments
  • Translate expert human judgment into encodable logic: convert tacit domain knowledge into explicit rules, prompts, and decision frameworks that AI systems can execute
  • Lead or contribute to sprints and pods that transform operations: drive measurable improvements in efficiency, effectiveness, and performance outcomes
  • Design and iterate on AI-assisted workflows (prompts, decision trees, runbooks, automations)
  • Support peer development on judgment, AI tool mastery, and escalation calibration
  • Conduct case quality reviews: identify patterns in errors and AI failures; implement corrections
  • Critically evaluate AI-generated assessments, investigation outputs, and recommended actions
  • Identify when regulatory, policy, or operational context changes require capability updates
  • Provide structured feedback on AI launches
  • Design escalation logic, runbooks, and decision trees for AI systems
  • Create and maintain AI prompts, playbooks, and evaluation rubrics
  • Test and validate new AI capabilities before deployment
  • Design AI skills and capabilities to check and co-pilot human work
  • Develop and maintain deep domain expertise
  • Surface emerging patterns, systemic issues, and root cause hypotheses
  • Monitor workflow health and flag performance drift
  • Document investigation methodologies and resolution approaches for novel case types
  • Contribute to demand signal and operational improvement
  • Own investigation and resolution of escalations involving Meta's AI products
  • Develop expertise in AI system failure modes
  • Partner with cross-functional teams on AI-specific escalation protocols
  • Participate in AI red-teaming and stress testing exercises

Qualifications

  • 4+ years in escalation management, trust & safety, crisis response, investigations, regulatory compliance, policy, or related operational field
  • Demonstrated ability to manage and resolve high-pressure, time-sensitive situations with sound judgment
  • Active daily proficiency with AI tools—including prompt engineering, AI-assisted investigation, and workflow automation
  • Experience synthesizing large volumes of qualitative and quantitative information into actionable insights
  • Clear, structured written communication with ability to produce executive-level briefs and updates
  • Experience building effective cross-functional relationships with technical and non-technical partners
  • Experience identifying process inefficiencies or capability gaps and creating scalable solutions
  • Ability to build alignment and collaborate across teams

Skills

Required:Escalation managementAI tool proficiencyCross-functional coordination

Benefits

  • Bonus
  • Equity
  • Benefits
Last updated Oct 23, 2026. Interested? Apply on the company site.

About Meta

Shop the latest AI glasses and wearable technology from Meta.

Shop the latest AI glasses and wearable technology from Meta. Explore Ray-Ban Meta, Oakley Meta, display glasses, and cutting-edge VR headsets.

AI glassesOakley MetaRay-Ban MetaVR headsetsliquid-ai-recruiting-targetwearable technology
Company profileWebsite

More open roles at Meta