High Priority Threat Resolution Strategist

2 weeks ago

Singapore beBeeEscalation Full time $90,000 - $120,000
Job Title: High Priority Escalations Specialist, Global Response Operations

The High Priority Escalations Team is responsible for identifying, preventing and mitigating integrity and support risks across the Meta ecosystem, particularly during critical moments.

We do this by strategically investigating, enforcing and coordinating response for the most important issues on Meta's Family of Apps.

The Team designs and implements immediate and mid-term mitigation plans to implement policies and leverage operational expertise.

The Team responds to real-time crises, identifies and evaluates emerging risks, conducts risk-related investigations and assesses what we could be doing to best benefit our communities.

The team is responsible for understanding, communicating and mitigating new, emerging and highly ambiguous operational risks.

This is an exciting opportunity to help drive impact and strengthen user trust on Meta's family of apps.
Responsibilities:
1. Review and investigate high priority escalations across Meta's family of apps and respond to sensitive inquiries.
2. 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.
3. Interpret and enforce company terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines).
4. Adapt to changing requirements and scope on escalations and prioritize requests effectively.
5. 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.
6. Work in a 24/7 Global team which requires on call shifts including rotational weekends and after-hours work.
7. Understand the Escalations ecosystem and leverage different teams for their primary expertise as required.
8. 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.
9. Ensure seamless collaboration with the Global team and partner cross functional teams.

Minimum Qualifications:
1. 4+ years of experience in Escalations Management, Risk Management, Consulting or a similar role.
2. Demonstrated experience of working conceptually and strategically, with a proven track record of transforming operations to enhance customer experience through innovation and continuous improvement.
3. Demonstrated experience building relationships and influencing across global cross-functional teams.
4. Proven experience making sound judgments under tight deadlines and competing priorities.

Preferred Qualifications:
1. 4+ years of experience in an Investigations role, Trust & Safety or Online Operations for a tech company.
2. Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal, Government entities or equivalent.
3. Experience with analytical tools (like Excel or SQL) to drive analytics and operational decision making.
4. Expertise managing projects or programs across timezones with multiple stakeholders.

About Us:
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.

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