Manage and resolve high-stakes escalations, P0 incidents, platform outages, and creator issues in close partnership with PR, Product, Engineering, and Trust and Safety. Craft empathetic, brand-aligned 1:1 creator de-escalation messages and high-impact public social media responses to protect brand reputation. Synthesize complex technical and policy issues into concise situational reports, platform alerts, and leadership summaries under strict internal SLAs.
Collaborate proactively across cross-functional teams to unify communication strategies, mitigate brand risk, and identify emerging escalation trends. Identify ongoing opportunities to continuously improve the user experience, external communication templates, and internal escalation workflows. Participate in an on-call weekend rotation, operating independently as an Incident Manager to triage crises and send executive alerts.
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