Experience Inc. Jobs

Summary:

The Global Response Operations organization within Global Operations responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta.Meta is seeking an Escalations Specialist to join the Detection, Response, and Intelligence, Regulatory Escalations Team. The team develops bespoke and semi-scaled solutions to escalatory issues, and novel and emerging regulatory, legal and civic risks facing the company. The team also protects users by mitigating negative engagement on the site and delivers qualitative and quantitative insight into user behavior to shape policy positions and define regulatory priorities.The individual will be required to facilitate the resolution of complex high priority escalations by working cross-functionally across different teams balancing multiple perspectives to help make the best decisions for our community users. This includes developing and executing strategies for new and existing escalation channels, responding to high priority issues, scaling our escalation processes and analyzing/deriving data trends and insights for broader solutioning. This individual may also be required to plan, coordinate, and oversee the execution of various projects, identify potential issues, and adapt plans accordingly to stay on track towards successful project completion. They will communicate clearly to various stakeholders and provide key updates and findings on a regular basis on any of the above. We are seeking a team-oriented strategic critical thinker who can optimize processes, conduct thorough investigations, solve challenging problems and most importantly, help prevent them in future.

Required Skills:

Regulatory Escalations Specialist Responsibilities:

1. Serve as an expert on enforcing Meta’s Community standards and policies, including regulatory policies and region specific social media legislation where required.

2. Investigate reported escalations across multiple channels on Meta’s services, disrupt bad actor networks and respond to sensitive global partners inquiries.

3. Apply project management methodologies, techniques, and strategy development to effectively plan, execute and monitor projects and initiatives.

4. Effectively convey results of technical/investigative work and mitigation measures to various audiences including top management and external partners/government agencies.

5. Gather, analyze, and utilize relevant tools, systems, and data to improve Meta’s processes, inform our Policy & Legal positions and define/execute against business goals.

6. Manage high-pressure ambiguous escalations prioritizing speedy resolution while partnering with cross functional teams.

7. Coordinate with global cross-functional teams including Public Policy, Legal, and Integrity teams to problem solve and develop solutions.

8. This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos, audio and writings, offensive or derogatory language, and other potential objectionable material, i.e. child exploitation, graphic violence, self-injury, animal abuse, and other content which may be considered offensive or disturbing. Please note that some holiday/weekend work will be required on a shift basis.

Minimum Qualifications:

Minimum Qualifications:

9. 4+ years of experience handling operations, crisis or risk in a technology company or equivalent environment

10. Knowledge of trust & safety, content integrity, compliance landscape

11. Demonstrated success in handling different priorities in a rapidly changing environment

12. Project management and operations skills

13. Sound judgment and performance under pressure

14. Demonstrated communication and collaboration skills

15. Experience influencing across regional and functional scope

16. Capacity to work with potentially graphic and objectionable content

17. Proficiency in data analysis

Public Compensation:

$97,000/year to $139,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.