Manager II, Safety-Escalation Operations

What you’ll do:

• Manage the Escalation Operations team, developing and maintaining policies and procedures for this growing program of work, ensuring the team prioritizes user and platform safety, while driving scalable outcomes for operational teams.
• Lead a team of high level policy generalists who respond to escalations efficiently and effectively within Pinterest’s Community Guidelines. 
• Autonomously leverage internal tooling to investigate issues. 
• Collaborate with internal stakeholders to develop and implement policies and procedures, conduct risk assessments, and provide guidance to employees on best practices to mitigate and resolve escalations. 
• Own resolution of high priority escalations through multiple channels. 
• Develop subject matter expertise in all Pinterest policies. Make decisions in nuanced cases and influence others to take action.
• Share rotating weekend, off-hour, and holiday coverage responsibilities.
• Play a key role in advocating for your team's needs, particularly as they relate to our company's focus on employee health and well-being. 
• Work closely with Pinterest’s legal, product, and engineering teams to create long-term strategies and short-term solutions for operational processes, tools, and policy gaps. 
• Facilitate and enable a high performance team culture. Coach direct reports in navigating ambiguity, finding solutions and accomplishing goals despite incomplete information. 
• Embrace ambiguity and change and drive a track record of success for the team.

What we’re looking for:

• Bachelor’s/Master’s degree in a relevant field, or equivalent experience
• 3+ years of direct people management experience
• 5+ years experience in escalation and incident management
• Critical thinker, capable of managing ambiguity leveraging data-driven decision frameworks to enable operational strategy and deliverables 
• Previous experience working in sensitive content review and/or moderation or closely related community operations
• Exceptional communicator across functions at all levels of the company, including with executive staff
• Track record of launching operational processes and enabling scale 
• Takes ownership and accountability of platform user experience, process improvement and issue resolution

Our PinFlex future of work philosophy requires this role to visit a Pinterest office for collaboration approximately 1x per quarter. For employees not located within a commutable distance from this in-office touchpoint, Pinterest will cover T&E. Learn more about PinFlex here.

Relocation Statement:

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Statement:

• We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.

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