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About the Role

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. This role is for people who navigate ambiguous situations by defining structure, identifying key decisions, and driving toward resolution, prioritize effectively across competing demands, and see AI as a force multiplier for better outcomes. This role requires the review of content, issues, and matters that can be offensive or disturbing. This role will require regular scheduled weekend and holiday oncall work, and some non-scheduled crisis intervention. The work is interrupt-driven, balancing proactive improvement work with reactive escalation response, and the escalations take priority. This team actively uses AI tools in its daily operations, and you're expected to push the boundary of what AI can handle and know where human judgment must intervene.

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.
Coordinate across Policy, Legal, Engineering, Sales, Communications, Leadership, and external-facing networks to drive aligned response strategies.
Synthesize and deliver executive-level communications for situational awareness.
Exercise judgment on unprecedented situations, making high-stakes calls and setting precedents.
Work on-call shifts within a global team, maintaining 24/7 readiness and operating effectively across time zones.
Contribute to workflow performance by supporting end-to-end quality across human-in-the-loop and human-on-the-loop deployments.
Translate expert human judgment into encodable logic for AI systems.
Lead or contribute to sprints and pods that transform operations and drive measurable improvements.
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 patterns in errors and AI failures.
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 on evolving threats, platform dynamics, and policy or legal landscapes.
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 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 cross-functional teams on AI-specific escalation protocols and intervention capabilities.
Participate in AI red-teaming and stress testing exercises.

Requirements

4+ years in escalation management, trust & safety, crisis response, investigations, regulatory compliance, policy, or a related operational field.
Demonstrated ability to manage and resolve high-pressure, 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.
Experience identifying process inefficiencies or capability gaps and creating scalable solutions.
Ability to build alignment and collaborate effectively to move work forward across teams.
Demonstrated ongoing AI skill development and staying current with emerging AI technologies.
Familiarity with Meta's products, policies, and enforcement systems.
Experience with structured AI evaluation (red-teaming, prompt testing, rubric design, failure mode analysis).
Experience leading or mentoring others; ability to drive team-level accountability for an outcome.
Experience adhering to and implementing responsible, ethical AI practices.
Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact.
Background in one or more of: content integrity, intellectual property, regulatory frameworks, advertiser policies, or civic/political escalations.
Track record of building AI-powered workflows, agents, or automations that measurably improved team output or efficiency.

Skills

Prompt engineering
AI-assisted investigation
Workflow automation
Root cause analysis
Executive communication
Cross-functional collaboration
Process improvement
AI evaluation
Mentoring
Ethical AI practices
AI workflow design
Content integrity
Intellectual property
Regulatory frameworks
Advertiser policies
Civic/political escalations

Location

Remote

Work Type

Full-time
On call

Experience Level

4+ years

Salary/Compensations

$100,000/year to $143,000/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 judgment.
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 agentive operating model where AI handles routine work and human experts focus on the cases, decisions, and system improvements that require judgment, creativity, and domain expertise.