Market Specialist, Global Response Operations

2 months ago

Singapore FACEBOOK SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

The Global Response Operations organization within Global Operations 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. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta.

As the operational arm of Meta’s work in Trust and Safety, the Specialized Enforcement Operations (SEO) team is committed to tackling high-priority, complex, or regulatory enforcement challenges that necessitate specialized operational support, including local knowledge, policy comprehension, and cultural and language insights, beyond what our standard systems or scaled solutions can provide.

The successful candidate will work with stakeholders in Operations, Policy, legal, Process and Product teams to review and enforce on content reported for potential abuse, resolve user account issues, improve the overall support experience for South Asia Region, as well as solve enforcement issues across a wide range of Meta markets.

The Market Specialist will be part of a data-driven analysis culture that works to protect our communities by enforcing on and will also help scale our operations by optimizing and automating processes, solving challenging problems and, most importantly, helping to prevent them.

This position is full time and is based in Singapore.

RESPONSIBILITIES
  • Work as part of the SEO South Asia team, enforcing on paid and organic (non-paid/user) content during a crisis response within the region while specifically representing the South Asia Pashto Markets.
  • Work as part of an on-call operational structure to enforce on critical content, particularly in response to government, regulatory and Trusted Partner escalations, within the Pashto Markets
  • Draw upon linguistic and cultural expertise in Pashto Markets, to identify crucial risk signals and gain valuable content insights that can help address complex operational and risk-related issues present in both advertisements and user-generated content across the region.
  • Use a combination of market knowledge and operational expertise to support new policy and product initiatives/launches in Pashto markets and the broader South Asia Region.
  • Develop and implement scalable operational solutions to enhance support for our user community in the Pashto market, while also collaborating effectively with other regions.
  • Independently conduct root cause analysis and effectively resolve issues reported on Meta products, covering account support requests and abusive content types like graphic media, offensive language, or other objectionable materials.
  • Ensure comprehensive coverage and enforcement of agnostic and paid content that originates from multiple sources globally, where language expertise is not required.
  • Develop and implement strategies to mitigate integrity risks in the global and regional advertising business during risk events, while protecting users and advertisers and removing friction in the ad delivery process.
  • Evaluate top-line operational metrics and drive strategic collaborations with internal cross-functional teams to enhance our processes and tools.
  • Lead process improvement initiatives by working closely with vendor partners and scaling solutions across regions as necessary.
  • Drive key integrity initiatives by collaborating with regional cross-functional teams, such as policy and legal, and contibute to stakeholder management across Pashto markets and the broader South Asia.
  • Build subject matter expertise in a key area of integrity concern or theme, and support this by developing strategies and outlining and implementing comprehensive enforcement solutions.
  • This role may involve exposure to graphic and/or objectionable content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other potential objectionable material, i.e. child exploitation, graphic violence, self-injury, animal abuse, and other content which may be considered offensive or disturbing.
MINIMUM QUALIFICATIONS
  • Bachelors or Masters degree or equivalent practical experience
  • Fluency in written and conversational Pashto to support operations in the local language
  • 1+ years of professional experience within an operations environment
  • Experience communicating with a variety of audiences and stakeholders
  • Strategic thinker with strong analytical and creative problem-solving skills
  • Strong interpersonal skills and ability to build relationships with internal and external partners
  • Ability to work with graphic and/or objectionable content.
  • Proven ability to work independently and manage multiple priorities in a dynamic environment
  • Experience working with ambiguity and developing new processes or solutions in response to changing circumstances
PREFERRED QUALIFICATIONS
  • A background or understanding of the Trust & Safety Domain
  • Technical and data skills such as Excel and SQL and experience with visualisation tools such as Tableau to drive efficient analytics and reporting
  • Language proficiency in additional South Asian Languages is preferred as the candidate will be supporting operations for the South Asia region
  • Excellent analytical, project management, and problem-solving skills, with an interest in innovation and technology

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.


Tell employers what skills you have

Tableau
Ability To Work Independently
Process Improvement
Interpersonal Skills
Physics
Exploitation
Enforcement
Root Cause Analysis
SQL
Project Management
Excel
Facebook
SEO
Stakeholder Management

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