Community & Executive Escalations Program Manager

Overview

Community & Executive Escalations Program Manager responsible for end-to-end incident and executive escalation management during coverage hours.

What you'll do

• Own incidents and executive escalations end-to-end during coverage hours.
• Monitor public social channels for brand mentions, surfacing and triaging potential escalations.
• Brief executives on live situations and keep internal incident channels updated.
• Write post-incident reports covering what happened, what was done, and what should change.
• Run incident resolution with cross-functional partners.
• Iterate playbooks, response templates, escalation criteria, and SOPs based on real cases.
• Spot patterns across escalations and surface them to the right partners.

What you'll need

• 6+ years of experience in community operations, trust & safety operations, escalations, customer support escalations, or a related front-line operations role.
• Direct, hands-on experience running incidents or escalations (paging on-call, coordinating partners, writing post-mortems).
• Excellent judgment under pressure.
• Sharp written communication, including briefing a senior leader and documenting incidents.
• Ability to coordinate across functions in real time and influence partners without positional authority.
• Familiarity with social listening tooling and how issues spread on public social platforms.
• A pattern-detection mindset and comfort with ambiguity.

Details

• Hybrid policy: expected to be in an office at least 25% of the time.
• Visa sponsorship is available; offers will include reasonable efforts to obtain sponsorship.