Critical Response Operations Manager

Meta•Washington, DC

About The Position

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. The Critical Response Operations team provides 24/7/365 management for the most sensitive, multi-domain, novel issues impacting our business. We serve as the coordinators uniting Ops efforts across high-priority events and key business priorities, including elections IPOCs (Integrity Product Operations Centers), unplanned geopolitical crises, Product Launches, High Risk Harms, and developments likely to have out-of-scale implications for Meta integrity systems. Our mission is to integrate all necessary Operations activities to effectively mitigate, prepare for, respond to, and recover from critical moments and crises, continuously enhance the company’s comprehensive approach to response management, and protect our communities during the world’s most acute moments. We are looking for candidates with an aptitude for quickly understanding the depth and breadth of emerging risks cross-platform, as well as demonstrated project management experience to identify the right risk problem statement/s, determine the appropriate Ops, Policy and Product levers necessary to mitigate the risk/s, and engage the responsible stakeholders required for a comprehensive solution.

Requirements

8+ years experience in crisis, risk and/or trust and safety management
Project management and problem-solving experience, including prioritizing multiple functions and incoming asks in real-time
Operating in ambiguity with an ability to discern misalignment, solve problems and propose creative solutions in high pressure situations
Experience working with a sense of urgency and attention to detail
Demonstrated experience influencing across functional partners
Cross-functional relationship building including conflict management and negotiation skills
Aptitude for understanding and contextualizing operational workflows
Knowledge of global current events, including geopolitical developments and how resulting behaviors may manifest on social media platforms
Experience working with potentially graphic and objectionable content

Nice To Haves

Demonstrated track record of presenting to C-suite leadership in a concise and clear manner

Responsibilities

Serve as primary Global Response Operations single-threaded-owner for planned and unplanned critical events, including: Planned Election Integrity Product Operation Centers (US2024)
Unplanned geopolitical crises/triggers
Planned new Product launches (IG Teen Experience, MetaAI app)
Developments expected to impact Meta FOAs or require coordinated Operations response (media inquiries into large-scale High Risk Harm integrity issues)
Provide 24/7/365 crisis support for the most sensitive, multi-domain, novel issues impacting our business, including: End-to-end management of pre, during and post critical moment mitigation efforts, dynamic prioritization, XFN coordination and staffing
Deploy bespoke operational, product and/or policy levers with stakeholders to address priority risks
Share org-wide/leadership communications updates on the one-GO/x-Meta response effort
Deliver risk scoping and problem solving for nuanced, emerging or ambiguous issues, such as: Assessments of potential on-platform integrity risk posed by Product, Policy, Operational developments and/or external triggers
Right-sizing leadership asks, crafting solvable problem statements and designing quick-turn solutions to mitigate issues
Craft communications that provide x-org/company visibility into coordinated critical event management efforts and consistently measure and document GO/GRO’s impact/progress in partnership with stakeholders
Document, deliver, and implement post critical event/escalations feedback to reinforce accountability while anchoring on improved ways of working and operationalizing lessons learned
Continuously maintain stakeholder relationships across Global Response Operations, Strategic Response Policy, Strategic Response Programs, CI&S, Integrity Regulatory Readiness, Public Policy, Comms, Integrity Operations teams, etc
Continuously contribute to team knowledge management and training needs
Please note this is a 24/7 on-call role and that some late night, weekend and holiday work will be required on a shift basis
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