The Incident Response Team sits at the heart of how Meta responds when there's an imminent risk to someone's life. We review and assess emergency escalations from law enforcement and from inside Meta, evaluating threat, risk and user privacy to decide what information can be released to help avert harm. These decisions are measured in minutes.

Responsibilities

Bring operational excellence to a team that evaluates threats, risks, and user privacy in a world centered around time-critical emergency escalations
Set clear expectations and goals for individuals and the team, and hold the team accountable for success
Develop and communicate team strategy, including plans for improving operational efficiency and scaling workflows to meet growing demand
Provide meaningful 1:1 mentorship, guidance and support for the career development, interests and goals of individual contributors, while removing roadblocks and encouraging innovative solutions
Give clear, actionable feedback on a timely basis, and recognize people and teams for outstanding impact
Foster a constructive and collaborative environment for individual contributors tasked with working an intensive caseload
Proactively identify concerning team trends and put forward solutions
Interpret performance metrics and impact organizational change as a result
Support hiring, interviewing and onboarding for the team
Create and articulate responses to questions from law enforcement, government agencies, and internal teams regarding incident response policy and process
Work with cross-functional teams to drive improvements to policies and processes across the teams
Provide real-time summaries for internal partners related to ongoing and resolved cases
Support escalations related to sensitive subject matter with a high degree of urgency
Make immediate decisions based on a variety of complex factors that will include imminence, sensitive issues and graphic content, and coordinate with several internal and external partners including law enforcement to ensure users' safety
Work emergency escalations directly each month to stay current on tooling, policy and case handling
Adapt to evolving priorities, processes, and organizational changes, and be available for domestic and international travel
Be willing and able to work with sensitive issues and potentially graphic and/or objectionable content. This role may involve exposure to potentially graphic and/or objectionable content, including but not limited to graphic images, videos, audio, and writings, offensive or derogatory language, and other potentially objectionable material, i.e., child exploitation, graphic violence, self-injury, and suicide content, which may be considered offensive or disturbing
Availability to work a standard Monday to Friday schedule, with occasional weekend or after-hours coverage to provide leadership and coordination during major incidents or periods of unplanned team absence

Minimum Qualifications

Currently has, or is in the process of obtaining, a BA or BS degree in a relevant field or equivalent experience
5+ years of experience in incident response, trust and safety, or a related operational field
Professional experience in operations, people management, or business strategy and prioritization
Highly organized with the ability to prioritize multiple functions and tasks while managing time efficiently without compromising quality
Strong communication skills, both written and verbal, with an audience varying from team members to executive communications
Able to work independently with impeccable judgment
Experience working autonomously to identify priorities and drive projects forward in high-stakes environments
Must be able to pass a criminal background check

Preferred Qualifications

Experience managing formally developing and onboarding others
Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
Experience partnering cross-functionally and across regions
Track record of improving operational efficiency, or of scaling a team or workflow
Experience working in a globally distributed or 24/7 operation
Experience supporting a team focused on safety issues

Incident Response Team Lead

Job Description