Regulatory Escalations Specialist
3 weeks ago
We are seeking a highly skilled Regulatory Escalations Specialist to join our Risk and Response team in Singapore. As a key member of our team, you will be responsible for improving the overall user escalations experience and working cross-functionally with internal and external teams to scale our escalations function.
Key Responsibilities- Enforce Facebook/Instagram Community standards and policies, including basic compliance policies
- 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 and provide recommendations for process, policy, and product improvements
- Be comfortable dealing with high-pressure escalations, grey areas, and pulling in cross-functional experts to resolve issues swiftly while putting users first
- Tight coordination with global cross-functional teams, including Public Policy, Legal, Community Operations, and others to problem-solve and develop solutions
- Attention to detail is a must - 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
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
- 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
- Experience defining process and operational guidelines
- Proficiency in tools such as SQL and Excel to drive analytics and reporting
This role will be focusing on Asia, and you will be able to work under stress and handle complex issues. You will be managing cross-functional partners, process management, and more focus on operational work.
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