Community Operations & Executive Escalations Manager (AI)

TL;DR

Community Operations & Executive Escalations Manager (AI): Build and lead the team managing high-stakes user issues from social media and executive channels, owning end-to-end escalation processes from detection and triage to resolution and post-incident reviews. Focus on standing up social listening infrastructure, defining SOPs, playbooks, and metrics while coordinating cross-functional responses under pressure.

Location: San Francisco, CA | New York City, NY | Seattle, WA. Location-based hybrid policy: expect all staff to be in one of our offices at least 25% of the time. Visa sponsorship available, with reasonable efforts to support.

Annual Salary: $260,000 - $310,000 USD

Company

hirify.global’s mission is to create reliable, interpretable, and steerable AI systems that are safe and beneficial for users and society.

What you will do

• Hire, lead, and develop a team of Community Operations specialists handling detection through resolution.
• Build the function from scratch: set up social listening tools, escalation criteria, incident SOPs, coverage hours, and on-call schedules.
• Monitor social channels, triage brand mentions, and manage escalations to resolution.
• Handle executive escalations end-to-end, coordinating investigations and remediation across teams.
• Act as central coordinator during live incidents, driving response decisions.
• Define operating models with cross-functional teams, track metrics like time-to-resolution, and conduct post-incident reviews.

Requirements

• 8+ years in community operations, escalations management, or related field, ideally in consumer/developer platforms.
• 5+ years of people management in fast-growing tech companies.
• Direct experience running incident/escalation workflows, including managing channels and post-incident reports.
• Familiarity with social listening tools and issue dynamics on public platforms.
• Strong judgment under pressure, operational program building from 0-1, and cross-functional influence.
• Clear written communication and comfort with ambiguity.

Culture & Benefits

• Competitive compensation, optional equity donation matching, generous vacation and parental leave.
• Flexible working hours and collaborative office spaces in San Francisco.
• Focus on high-impact AI research as a cohesive team with emphasis on communication and diverse perspectives.