Manager II, Escalation Operations

We're seeking a strong people manager to lead escalations within our Trust & Safety Enforcement Operations organization. In this role, you'll partner closely with Pinterest executives and cross-functional teams across Sales, Legal, Communications, Product, and Data Science.

You'll use sound judgment and critical thinking to improve operational processes and policies, while helping advance key team priorities and broader organizational goals. You'll also develop deep expertise in our escalation procedures, help evaluate and improve tools and best practices, provide context and feedback to teams building new features, and cultivate strong partnerships with the teams that help keep Pinterest safe.

Responsibilities:

• Help develop and maintain policies and procedures for this growing area of work, with a focus on user and platform safety while enabling scalable outcomes for operational teams.
• Serve as a policy generalist, responding to escalations efficiently and effectively within Pinterest's Community Guidelines.
• Independently use internal tooling and AI agents to investigate issues.
• Lead the resolution of high-priority escalations through investigation, decision-making, and cross-functional collaboration.
• Exercise sound judgment in nuanced cases and influence partners to take appropriate action.
• Navigate ambiguity and change while contributing to a strong track record of success for the team.
• Participate in rotating weekend, off-hour, and holiday coverage.
• Support advocacy for team needs, especially those tied to employee health and well-being.
• Partner with internal stakeholders to implement policies and procedures, conduct risk assessments, and guide the team on best practices for escalation prevention and resolution.
• Contribute to a high-performing team culture.

Requirements:

• Bachelor's or Master's degree in a relevant field, or equivalent practical experience.
• Minimum of 3 years of direct people management experience.
• Minimum of 5 years of experience in escalation and incident management.
• Strong critical thinking skills, with the ability to navigate ambiguity and apply data-driven decision frameworks to support operational strategy and execution.
• Previous experience in sensitive content review, moderation, or closely related community operations.
• Exceptional communication skills across functions and at all levels of the company, including with executive staff.
• Proven track record of building and scaling operational processes.
• Strong ownership and accountability for platform user experience, process improvement, and issue resolution.