High Priority Escalations Specialist, Global Response Operations

High Priority Escalations Specialist, Global Response Operations

Join to apply for the High Priority Escalations Specialist, Global Response Operations role at Meta

High Priority Escalations Specialist, Global Response Operations

Join to apply for the High Priority Escalations Specialist, Global Response Operations role at Meta

The High Priority Escalations Team is part of Global Response Operations whose mission is to advocate for and protect every person, community, and business from risk. We do this by identifying, preventing and mitigating integrity and support risks across the Meta ecosystem, particularly during critical moments.The High Priority Escalations Team focuses on 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 Meta policies and leverage operational expertise. We respond to real-time crises, identify and evaluate emerging risks, conduct risk-related investigations and assess 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. The team possesses demonstrated experience of Meta's systems across tools, products, policies, processes, which allows us to design and deploy a wide-ranging set of short-term and systemic mitigation strategies to accurately respond to risk across platforms, domains, policy and regions, in close collaboration with cross functional partners. The team is at the forefront of managing crises, elections, and other unknown or fringe issues that occur on our platforms. This is an exciting opportunity to help drive impact and strengthen user trust on Meta's family of apps.
High Priority Escalations Specialist, Global Response Operations 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)
• 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
  

Minimum Qualifications:

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

Preferred Qualifications:

• 4+ years of experience in an Investigations role, Trust & Safety or Online Operations 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
  

About Meta:
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.
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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