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About the role
Key responsibilities & impact- Support the development and maintenance of policies and procedures for this growing program of work, ensuring the team prioritizes user and platform safety, while driving scalable outcomes for operational teams.
- Become a policy generalist who responds to escalations efficiently and effectively within Pinterest’s Community Guidelines.
- Autonomously leverage internal tooling and internal AI agents to investigate issues.
- Own resolution of high priority escalations through investigation, action, and cross-functional collaboration.
- Own decisions in nuanced cases and influence others to take action.
- Embrace ambiguity and change and drive a track record of success for the team.
- Share rotating weekend, off-hour, and holiday coverage responsibilities.
- Play a strong supporting role in advocating for the team’s needs, particularly as they relate to our company’s focus on employee health and well-being.
- Collaborate with internal stakeholders to implement policies and procedures, conduct risk assessments, and provide guidance to the team on best practices to mitigate and resolve escalations.
- Facilitate a high performance team culture.
Requirements
What you’ll need- 3 years minimum experience in escalation and/or incident management.
- Bachelor’s degree in a related field or equivalent experience.
- Critical thinker, capable of embracing ambiguity while leveraging data-driven decision frameworks to enable operational 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.
- Takes ownership and accountability of platform user experience, process improvement and issue resolution.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Paid time off
- Flexibility to do your best work
- Employee health and well-being focus
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
escalation managementincident managementdata-driven decision makingrisk assessmentprocess improvementissue resolution
Soft Skills
critical thinkingcommunicationownershipaccountabilitycollaborationadaptability
Certifications
Bachelor's degree