Community Escalations Specialist, Risk Management

6 days ago

Singapore Facebook App Full time

**Responsibilities**:

- Interpret and enforce Facebook/Instagram Community Standards
- Review, investigate and process reported escalations across the Facebook/Instagram product suite and respond to sensitive global partners inquiries (this includes incoming reports of escalated users, press and partner inquiries, etc.)
- Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process
- 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
- Be comfortable dealing with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly
- Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions
- Remain up-to-date on key workflow changes, operational guidelines, policy updates and enforcement standards
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
- Please note that weekend work will be required on a shift basis
- Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material as needed

**Minimum Qualifications**:

- 3+ years of experience in an online operations, analyst, project management, consulting, online escalations environment or alike
- Demonstrated analytical-thinking and problem-solving experience
- Experience driving high-priority cases through process of resolution
- Experience managing projects and coordination with a variety of global cross-functional partners
- Experience communicating with a variety of audiences

**Preferred Qualifications**:

- 3+ years of experience in an online operations, analyst, project management, consulting, online escalations environment or alike
- Demonstrated analytical-thinking and problem-solving experience
- Experience driving high-priority cases through process of resolution
- Experience managing projects and coordination with a variety of global cross-functional partners
- Experience communicating with a variety of audiences

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

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