8938 Trust Escalation Lead, Global Case Management

Duties:  

• The Trust organization protects, guides, and mobilizes the creation of trust in our community and on our platform. 
• Ops Excellence drives operational excellence and rigor across run and enablement initiatives. 
• Our Ops Excellence Case Management Pillar leads end to end stakeholder and Case Management for top escalation and oversees account based escalations for priority escalations. 

About you

• You are a self-starter who thrives in a fast-moving environment and brings a strategic mindset and bias toward execution.
• You can quickly jump to solve complex cases and support the team with the investigation. 
• Can close the loop with the stakeholders and ensure that the communication is clear to avoid any back and forth.
• You are knowledgeable and experienced in the space of creating and implementing policies and measuring their effectiveness, and have a specific and deep background on Trust and Safety issues.
• You will have the ability to solve problems in a variety of situations; analyze possible solutions using technical experience, judgment and precedents.
• You are able to communicate complex information clearly to various stakeholders, leadership and provide key updates and findings as high-priority escalations unfold.
• You are an assertive, team-oriented problem solver who builds relationships and thrives in ambiguity.
• You work well in high-pressure situations.

Skills: 

• Ops Excellence Case Management Mission is to build relationships with internal teams and relevant external entities to generate leads, share escalation trends and intelligence to establish a venue for PIO operational excellence. 
• You will be responsible for supporting, leading, executing and mentoring a team of Trust Escalations in the US who handle urgent, complicated and executive escalations, proactively engages with internal users, leaders and consults with other partner-facing teams as a de-escalation expert.  
• You will manage, support and unblock the processing of incident escalations through to resolution, demonstrating full ownership, and attention to detail while working through ambiguous and fast-paced situations. 
• You will ensure that all incidents and escalations are tracked, prioritized, triaged, owned, investigated, resolved, and communicated accurately. 

In this role you'll get to: 

• Support Executive level issues end to end.
• Hold team members accountable to expectations and mentor the team to provide operational support and communications excellence. 
• Build on Integrity Operations Priorities to adapt for your function by owning operational improvements, planning and strategy to work towards Operational Excellence Partner with multiple stakeholders and leaders including internal legal & policy teams and/or government agencies to resolve internal issues caused by complex SOS escalations. 
• Maintain Subject Matter Expertise, develop and maintain a comprehensive understanding for all of Trust Specialization to successfully complete escalations. 
• Demonstrate the Company’s core values and belonging behaviors while coaching a group of diverse talent.
• Make decisions that impact the level of service and the team's ability to meet quality, volume and timeliness objectives. 
• You will contribute to cultural activities on a recurring basis.
• You'll provide ongoing direction for work in an effective manner and handle complex interpersonal issues.

Education: 

• Experience leading project teams with the ability to adapt and be flexible in responding to tight deadlines and workflow fluctuations.
• Demonstrated knowledge of the organization, customer and processes. 
• Has a working knowledge of principles and methods within escalations and Case Management. 
• Excellent written, oral, and presentation skills and an ability to synthesize information and make clear, concise recommendations on course of action.
• Excellent problem solving and critical thinking skills, analytical, able to organize and work independently with rapidly changing priorities.
• A deep technical and or business process knowledge to achieve team goals.
• An understanding of how team objectives integrate with area objectives to deliver programs, services and results.
• Proven ability to work independently and deal with a high level of ambiguity. 
• Availability for a regular schedule of 5 days work per week (40 hours), mutually agreed with your Lead, which may include weekend days, public holidays and/or oncall. 
• Shifts may include evening or early morning hours. 

Preferred experience

• 7+ years of experience within investigations, insights, escalations risk management, fraud prevention, and/or Trust and Safety.
• 2+ years of people management experience
• Experience influencing across functional boundaries and/or globally. 
• Experience with or understanding of complex, cross-functional, and product-driven organizations. 
• Past experience in program management, project management, and escalation programs. 
• Experience in compiling comprehensive and detailed reports, investigations, and presentations.

PLEASE NOTE: Our client has mandated COVID-19 vaccination for their workforce, all external personnel providing services to our client are required to comply with this requirement.

Compensation Range: $70.00 to $77.01/hr

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