Business Incident Response Specialist

1 week ago

Singapore Meta Full time

**Business Incident Response Specialist Responsibilities**:

- Review, investigate and coordinate the end-to-end resolution of executive-level incidents in adherence with the respective process and policy frameworks.
- Communicate effectively with multiple stakeholders, including external clients, internal partners and the leadership group.
- Cooperate with a diverse group of cross-functional partners across the business, including those outside of your domain expertise, to coordinate the work and develop long-lasting relationships.
- Review, investigate and process reported escalations across the Facebook/Instagram product suite and respond to sensitive global partners inquiries (this includes incoming reports of alleged legal rights infringement, escalated user, 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 an expert on interpreting and enforcing Meta’s policies and use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support Meta and our users
- Attend mandatory training and seek knowledge in areas of interest to the business.
- Adopt best practices in order to achieve individual and collective goals.

**Minimum Qualifications**:

- 5 + years of experience working in large-scale operations, domains such as online operations, escalations, informational systems, compliance, risk management, policy, legal operations or management consulting.
- Demonstrated experience thinking strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations.
- Demonstrated experience managing and delivering projects.
- Solid understanding of how the broader social media landscape operates in the industry.

**Preferred Qualifications**:

- B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science.
- Experience working directly with global, cross-functional teams to solve issues and develop solutions.
- Experience influencing others leveraging data, analysis and vision.
- Experience with analytical tools (i.e. Excel, SQL, Tableau).
- Familiarity with Facebook's suite of products.
- Understanding of the power of social media for businesses and the issues that are inherent to it.

**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.

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