Escalations Specialist, Global Response Ops
Meta

Job Info

Every day, people use Meta's apps to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta's Global Operations team exists to help them.The Global Response team responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community. We develop solutions to user issues, protect users by decreasing negative engagement on the site and deliver qualitative and quantitative insight into user behavior.Our Escalation Specialists are responsible for managing escalations surrounding Meta's policies and procedures, complex global legal issues and the dynamic landscape of free expression on the Internet. We seek to mitigate risks relating to issues involving enforcement of our Community Standards, Advertiser & Commerce Policies and other regulatory spaces. The team is at the forefront of managing crises, elections, and other unknown or fringe issues that occur on our platforms. This is an exciting opportunity to help drive impact and strengthen user trust on Facebook and Instagram.We are seeking team-oriented problem solvers who can build relationships and thrive in ambiguity. You work well in high-pressure situations, quickly implement solutions, and activate partners and subject matter experts as needed. You communicate clearly to various stakeholders, and provide key updates and findings as high-priority escalations unfold.

Escalations Specialist, Global Response Ops Responsibilities:

• Interpret and enforce Meta's terms of service (either our Community Standards, Advertiser & Commerce Policies and Intellectual Property Regulations)
• Review, investigate and process reported escalations across the Meta product suite and respond to sensitive global partners inquiries (this includes incoming reports of alleged legal rights infringement, escalated user, press and partner inquiries, etc.)
• Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process
• Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements
• Be comfortable dealing with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly
• Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions
• Remain up-to-date on key workflow changes, operational guidelines, policy updates and enforcement standards
• Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
• Please note that weekend work may be required on occasion
• Address sensitive content issues, including but not limited to graphic images, videos, offensive or derogatory language, and other objectionable material as needed

Minimum Qualifications:

• 3+ years of experience in an online operations, analyst, project management, consulting, online escalations environment or alike
• Experience with analytical tools (like Excel or SQL) to drive analytics and reporting

Preferred Qualifications:

• Understanding of how the broader social media landscape is changing
• Understanding of Meta's operational guidelines and knowledge of Meta' suite of products
• B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science

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