Community Escalations Specialist, Risk Management

**Location**
- Singapore, Central Singapore**Job Type**
- Permanent**Salary**
- $9,300 - $18,600 Per Month**Date Posted**
- 55 minutes agoAdditional Details

**Job ID**
- 103953**Job Views**
- 1Roles & Responsibilities

The Risk Management teams respond to real-time crises, proactively identify and evaluate emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community. We develop solutions to user issues, protect users by decreasing negative engagement on the site and deliver qualitative and quantitative insight into user behavior.

Our Escalation Specialists are responsible for managing escalations surrounding Meta's policies and procedures, complex global legal issues and the dynamic landscape of free expression on the Internet. We seek to mitigate risks relating to issues involving enforcement of our Community Standards, Advertiser & Commerce Policies and other regulatory spaces. 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 Facebook and Instagram.

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
- B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science
- Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
- Understanding of how the broader social media landscape is changing
- Understanding of Facebook's operational guidelines and knowledge of Facebooks' suite of products
- 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.Tags

community

escalations

specialist

risk

management

singapore