We’re looking for a strong individual contributor to respond to and mitigate escalations. This role will be part of our Trust & Safety Enforcement Operations organization and will interact directly with Pinterest’s executive staff and cross-functional partners. This role will require alignment and engagement with various internal stakeholders, including Sales, Executives, Legal, Comms, Product and Data Science. You will use critical thinking and insights to support the enhancement of our operational processes and policies. You'll collaborate closely with the operations team and cross-functional partners to support organizational goals and projects. In addition, you will gain in-depth familiarity with our escalation procedures, test and improve our tools and best practices, provide relevant context and feedback to teams building new features, and build relationships with the other teams who help keep Pinterest safe.

What you’ll do:

• 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.

What we’re looking for:

• 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.

Relocation Statement:

• This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement:

• We recognize that the ideal environment for work is situational and may differ across departments. What this looks like day-to-day can vary based on the needs of each organization or role.
• This role will require in-person collaboration 1–2 times every six months and may be based anywhere within the Pacific Time Zone.
  
  

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