Global Crisis Management Expert
6 days ago
In a world where digital connection has become an integral part of our lives, Facebook Singapore PTE. LTD. is at the forefront of shaping the future of social technology. As a leader in this field, we are looking for a highly skilled Global Crisis Management Expert to join our team in Singapore.
About the Role
We are seeking a seasoned professional with extensive experience in escalations management, risk management, and consulting to lead our Global Risk Operations team in Singapore. The successful candidate will be responsible for strategically investigating, enforcing, and coordinating response for high-priority issues on Meta's Family of Apps. They will design and implement immediate and mid-term mitigation plans to leverage operational expertise and ensure seamless collaboration with cross-functional teams.
Responsibilities
- Review and investigate high-priority escalations across Meta's family of apps and respond to sensitive inquiries
- Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material including graphic videos or images
- Interpret and enforce Meta's terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines)
- Be comfortable using various internal tools for escalations management and ensure tooling gaps are surfaced appropriately
- Adapt to changing requirements and scope on escalations and prioritize requests effectively
- Solve problems on Meta's family of apps and propose creative solutions in high-pressure escalations, ambiguous scenarios, and work with a sense of urgency
- Showcase grace under pressure and ensure effective and timely communication with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product, and Engineering
- Work in a 24/7 Global team which requires on-call shifts including rotational weekends and after-hours work
- Understand the Escalations ecosystem and leverage different teams for their primary expertise as required
- Proactively and independently 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
- Ensure seamless collaboration with the Global team and partner cross-functional teams
Requirements
- 5+ years of operations experience in Escalations Management, Risk Management, Consulting, or a similar role
- Strategic thinker with proven track record of transforming operations to enhance customer experience through innovation and continuous improvement
- Demonstrated experience building relationships and influencing across functional boundaries and/or globally
- Experience managing projects and coordination with a variety of Global cross-functional partners
- Experience making judgments under tight deadlines and competing priorities
Preferred Qualifications
- 3+ years in an Investigations, Trust & Safety, or Online Operations role for a tech company
- Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal, Government entities, or equivalent
- Experience with analytical tools (like Excel or SQL) to drive analytics and operational decision making
- Expertise managing projects or programs across timezones with multiple stakeholders
What We Offer
A competitive salary of SGD 120,000 - 180,000 per annum, depending on experience, plus benefits and opportunities for career growth and development in a dynamic and innovative company.
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