Regulatory Escalations Specialist
4 weeks ago
Job Summary
The Risk and Response team is seeking a highly skilled and strategic thinker to join their team as a Regulatory Escalations Specialist. This individual will work closely with cross-functional teams to improve the overall user escalations experience and develop solutions to complex problems.
Key Responsibilities
- Investigate reported escalations across multiple channels and respond to sensitive global partner inquiries
- Address traumatic, sensitive, and potentially offensive content
- Communicate results of technical analyses with non-technical partners
- Gather, analyze, and utilize relevant data and escalation trends to develop improvements to the overall escalation processes
- Be comfortable dealing with high-pressure escalations and grey areas
- Coordinate with global cross-functional teams to problem-solve and develop solutions
- Remain up to date on key workflow changes, operational guidelines, policy updates, and Community Standards
- Deliver projects involving quantitative analysis, industry research, and strategy development
Requirements
- 7+ years of experience managing large-scale operations in a technology or social media company
- Broad understanding of organisation's Community Standards
- Experience in investigations, internet safety, or equivalent environment
- Ability to multitask different priorities in a rapidly changing environment
- Strong project management and operations skills
- Sound judgment and ability to thrive under pressure
- Strong conflict management and negotiation skills
- Ability to influence across functional boundaries globally
What We Offer
This role will be focusing on Asia and will require the ability to work under stress and handle complex issues. The successful candidate will be part of a team that communicates clearly to various stakeholders and provides key updates and findings as high-priority escalations unfold.
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