Incident Response Team Lead

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

Qualifications

BA or BS degree in a relevant field or equivalent experience 3+ 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 Experience managing competing priorities across multiple workstreams by setting clear timelines, delegating effectively, and maintaining quality standards Experience communicating complex operational information in writing and verbally to audiences ranging from team members to executives (e.g., incident summaries, status updates, policy recommendations) Able to work independently and make sound decisions in time-sensitive situations involving complex or sensitive factors Experience working autonomously to identify priorities and drive projects forward in high-stakes environments Must be able to pass a criminal background check Experience supporting a team focused on safety issues Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies Experience working in a globally distributed or 24/7 operation Demonstrated ongoing AI skill development (ie. prompt/context engineering, agent orchestration) and staying current with emerging AI technologies Experience adhering to and implementing responsible, ethical AI practices (ie. risk assessment, bias mitigation, quality and accuracy reviews) Track record of improving operational efficiency, or of scaling a team or workflow Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews) Experience partnering cross-functionally and across regions Experience managing, formally developing and onboarding others Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements) Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (ie. efficiency gains, quality improvements)