Manager, Community Escalations, Risk Management

2 days ago

Singapore Facebook App Full time

The Community Escalations Manager will be responsible for ensuring that we build a deep understanding of issues impacting our community while providing direction and mentorship to a motivated, high-performing team within Risk Management’s Global Escalations organization. The Manager will devise goals, work to improve the overall experience for the Facebook and Instagram community, deliver projects and implement solutions to meet community needs, while working with partners to drive priorities. He/she will lead a team focused on resolving and learning from high-touch escalations and enforcing Meta's Community Standards against highly sensitive and complex cases. This is a full time role based in Singapore.

**Manager, Community Escalations, Risk Management Responsibilities**:

- Provide mentorship, guidance and career development to a team of escalation specialists
- Lead and enable a high-performing team to deliver on goals as they provide superb 1:1 support, enabling deeper and more scalable solutions
- 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
- Suggest recommendations and influence team strategy through the use of effective communication
- Coordinate with global cross-functional teams including Communications, Public Policy, Legal, Quality and others to problem solve and develop solutions
- Work closely with peers across the globe to enhance escalation management and develop sound operational processes
- Address graphic, sensitive and potentially offensive or controversial content while supporting team members who regularly view such content
- Support on-calls on crisis escalations, including on weekends as needed

**Minimum Qualifications**:

- 4+ 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
- 2+ years of people management experience with proven track record of attracting, scaling and developing high performing and highly engaged teams
- Analytical and problem-solving experience with proven track record of transforming operations
- BA/BS degree or relevant years of experience
- Demonstrated experience building relationships and influencing across functional boundaries and/or globally

**Preferred Qualifications**:

- Experience managing remotely
- Experience with Global Regulatory structures
- Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal or equivalent

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