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About the Role

Meta's Global Response Operations (GRO) team is the frontline defense against platform integrity threats, user safety issues, regulatory compliance challenges, and advertiser support needs. This role focuses on handling Meta's most complex, sensitive, and time-critical escalations where human judgment is essential. You will investigate and resolve high-stakes situations, serve as a domain expert, and contribute to designing human-AI collaboration workflows. The role involves reviewing potentially offensive or disturbing content and requires on-call work, including weekends and holidays, as well as crisis intervention.

Responsibilities

Drive Meta's highest-priority escalations to resolution, ensuring timely mitigation within SLA and minimal business or reputational impact.
Conduct rigorous, multi-system investigations to identify root causes and prevent recurrence of complex or novel case types.
Coordinate response strategies across Policy, Legal, Engineering, Sales, Communications, and Leadership to manage reputational, legal, or business risks.
Synthesize and deliver executive-level communications for accurate situational awareness to leadership and partners.
Exercise judgment on unprecedented situations and set precedents for continuous improvement.
Work on-call shifts within a global team, maintaining 24/7 readiness and operating effectively across time zones.
Support end-to-end quality across human-in-the-loop and human-on-the-loop AI deployments, identifying intervention needs.
Translate expert human judgment into encodable logic for AI systems.
Lead or contribute to sprints and pods that drive measurable operational improvements in efficiency and effectiveness.
Design and iterate on AI-assisted workflows to increase team throughput.
Support peer development on judgment, AI tool mastery, and escalation calibration.
Conduct case quality reviews to identify errors and AI failures, implementing corrections.
Critically evaluate AI-generated assessments, investigation outputs, and recommended actions, correcting and documenting failure patterns.
Identify when regulatory, policy, or operational context changes require AI capability updates.
Provide structured feedback on AI launches for improvement.
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 copilot human work.
Develop and maintain deep domain expertise on evolving threats, platform dynamics, and policy or legal landscapes.
Surface emerging patterns, systemic issues, and root cause hypotheses to drive strategic action.
Monitor workflow health and flag performance drift in automated systems.
Document investigation methodologies and resolution approaches for novel case types.
Contribute to demand signal and operational improvement by identifying volume drivers, capability gaps, and process inefficiencies.
Own investigation and resolution of escalations involving Meta's AI products.
Develop expertise in AI system failure modes.
Partner with XFN teams on AI-specific escalation protocols and intervention capabilities.
Participate in AI red-teaming and stress testing exercises.

Requirements

5+ years in escalations management, trust & safety, crisis response, investigations, regulatory compliance, policy, or a related operational field.
Demonstrated ability to manage and resolve complex, time-sensitive situations with sound judgment and minimal supervision.
Active, daily proficiency with AI tools, including prompt engineering, AI-assisted investigation, and workflow automation, with the ability to critically evaluate and override AI outputs.
Experience synthesizing large volumes of qualitative and quantitative information into actionable insights.
Clear, structured written communication skills for executive-level briefs, case reports, and stakeholder updates.
Experience building effective relationships and collaborating across teams with technical and non-technical partners.
Ability to build alignment and collaborate effectively to move work forward across teams.
Experience adhering to and implementing responsible, ethical AI practices.
Familiarity with Meta's products, policies, and enforcement systems.
Experience with structured AI evaluation (red-teaming, prompt testing, rubric design, failure mode analysis).
Background in one or more of: content integrity, intellectual property, regulatory frameworks, advertiser policy, or civic/political escalations.
Experience leading or mentoring others; ability to drive pod-level accountability for outcomes.
Track record of building AI-powered workflows, agents, or automations that measurably improved team output or efficiency.
Demonstrated ongoing AI skill development and staying current with emerging AI technologies.
Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact.

Skills

Escalations Management
Trust & Safety
Crisis Response
Investigations
Regulatory Compliance
Policy Analysis
AI Tools Proficiency
Prompt Engineering
AI-Assisted Investigation
Workflow Automation
Critical Evaluation of AI Outputs
Information Synthesis
Communication (Written)
Cross-functional Collaboration
Relationship Building
Ethical AI Practices
AI Risk Assessment
Bias Mitigation
AI Quality and Accuracy Reviews
Structured AI Evaluation
Red-Teaming
Prompt Testing
Rubric Design
Failure Mode Analysis
Content Integrity
Intellectual Property
Regulatory Frameworks
Advertiser Policy
Civic/Political Escalations
Leadership
Mentoring
AI Workflow Development
AI Agent Development
AI Automation
AI Skill Development
Context Engineering
Agent Orchestration
Emerging AI Technologies
Workflow Optimization
Workflow Redesign

Location

Global

Work Type

Full-time
On-call
Hybrid

Experience Level

5+ years

Salary/Compensations

$122,000/year to $180,000/year

Benefits

Bonus
Equity

About the Company

Global Response Operations (GRO) is Meta's frontline defense against threats to platform integrity, user safety, regulatory compliance, and advertiser support.
The Response teams solve essential escalations, remediate the most critical issues, and respond to urgent risks and incidents.
We respond when the stakes are highest: high-priority escalations that demand speed, precision, coordination, and judgement.
We work closely with our partners to fix gaps in our platforms.
Our mandate is to manage complex and novel situations that require special care across Meta's Family of Apps, all surfaces and domains, all issue types and all user groups.
We are transitioning to an agentic operating model where AI handles routine work and human experts focus on the cases, decisions, and system improvements that require judgment, creativity, and domain depth.