About the Role!
We are seeking a Senior Community Operations Manager to lead the Escalation Program for the APAC region. In this role, you will represent the APAC escalation function, collaborating closely with global counterparts to shape strategy for advanced support channels. You will oversee the regional operations of these teams while partnering with local stakeholders to manage high-impact and sensitive escalations effectively.
The Advanced Support teams include SORT (Social Media Response Team) and ECR (Executive Community Relations).
SORT manages escalations originating from major social media platforms, ensuring timely and effective responses to public-facing issues.
ECR handles critical cases raised internally by employees or externally through other channels, including high-priority safety-related escalations that demand discretion, speed, and empathy.
This position combines strategic leadership with operational excellence. You will be accountable for the performance and delivery of advanced support teams, while also driving cross-functional impact by synthesizing insights from escalations to identify trends, recommend process improvements, and strengthen upstream systems.
Your Impact in Role!
Operational Excellence
- Lead the execution and continuous optimization of APAC escalation programs, ensuring operational rigor and service excellence.
Drive improvements in user experience by balancing speed, quality, and insight-driven decision-making against established SLAs and performance metrics.
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Stakeholder Management & Communication
- Partner with business leaders to proactively surface and address critical safety, regulatory, and operational risks , ensuring appropriate prioritization and resource alignment.
- Collaborate cross-functionally with Operations, Customer Experience, Safety, Legal, Regulatory, Product, Policy, and Communications teams to effectively manage incidents and regulatory concerns.
Distill complex issues into clear, compelling narratives that inform and influence senior decision-making and foster alignment across diverse stakeholders.
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Leadership & Influence
- Represent the escalations team to APAC leadership across CommOps and Business functions.
- Continuously evaluate and innovate on existing processes to enhance efficiency, scalability, and impact.
Inspire, mentor, and empower a high-performing team, fostering collaboration with regional and global partners to achieve shared goals.
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The Experience You"ll Bring
- Basic Qualifications -
- 5+ years of demonstrated success in operations leadership, consulting, program management, or safety and regulatory strategy, with a strong record of driving measurable impact.
- Exceptional stakeholder management and leadership skills, with the ability to navigate complex situations, influence outcomes, and make sound decisions under ambiguity.
- Outstanding communication and executive influencing abilities, capable of aligning cross-functional teams and engaging senior leaders effectively.
- Deep understanding of business operations and strategic trade-offs, with the judgment to balance competing priorities.
- Strong analytical mindset and problem-solving orientation, coupled with a sharp attention to detail.
- Proven ability to thrive in fast-paced, high-pressure, and unstructured environments, maintaining clarity and focus amid shifting demands.
- Preferred Qualifications -
- Data-driven mindset with the ability to make customer-focused decisions and influence behavior change across support operations. (Proficiency in SQL or similar analytical tools is a plus.)
- Exceptional written and verbal communication skills, capable of engaging diverse teams, shaping narratives, and driving consensus across multiple functions.
- Awareness of AI and automation technologies, with an understanding of how emerging tools can enhance decision-making, optimize workflows, and elevate customer experience in support operations.
