Executive Escalations Manager

About the company

the company’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

We're seeking an experienced Executive Escalations Manager to be a founding member of a new pillar of our Operations organization:
Community & Executive Escalations. This role is the front line of how the company protects its reputation when high-stakes user issues surface through executive channels. You'll help stand up the function from scratch and operate it day-to-day. You'll be the person building the playbooks and escalation criteria, triaging incoming escalations, and running them to resolution alongside cross-functional partners. The ideal candidate combines calm-under-fire judgment with sharp written communication and a bias toward action.

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage escalations coming from the company’s executive team

• Own executive escalations end-to-end during your coverage hours

• Communicate crisply with internal stakeholders: brief executives on live situations, give Comms partners the facts they need, and keep incident channels useful and current

• Write clear post-escalation reports that capture what happened, what we did, and what should change—so the next escalation is easier than the last

• Lead a recurring escalations insights forum: identify patterns across escalations and drive the resulting product and policy changes with partner teams

• 6+ years of experience in escalation management, trust & safety operations, customer support, or a related front-line operations role—ideally at a consumer or developer platform.

• Direct, hands-on experience running incidents or escalations: you've been the person investigating the issue, coordinating R&R with XFN partners, and writing executive comms.

• Sharp written communication—you can brief a senior leader in three sentences and document an incident so the next responder can pick it up cold

• Excellent judgment under pressure

• Comfort coordinating across functions in real time and influencing partners without positional authority

• A pattern-detection mindset—you spot the second-order issue beneath the first-order complaint and surface it to the right people

• Comfort with ambiguity and a bias toward action; this team is brand new and you'll be helping define what good looks like as you operate

• Excitement about protecting the company's reputation and relationships at a moment when public attention on AI has never been higher

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

$210,000—$260,000 USD

Bachelor’s degree or an equivalent combination of education, training, and/or experience

A field relevant to the role as demonstrated through coursework, training, or professional experience

Years of experience required will correlate with the internal job level requirements for the position

Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an…