About Pinterest:
Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. At Pinterest, we’re on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product.
Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other’s unique experiences and embrace the flexibility to do your best work. Creating a career you love? It’s Possible.
We’re looking for a strong IC to respond to and mitigate escalations. This role will be part of our growing 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 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 experience in escalation and incident management.
- Bachelor’s degree in a relevant field such as Policy, Comms or Law 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
In-Office Requirement Statement:
- We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
- This role will need to be in the office for in-person collaboration approximately x1 times per quarter and needs to be in a commutable distance from our Dublin office.
Relocation Statement:
- This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.
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