Escalations Specialist, Global Response Ops

$73,008 - $114,000/Yr

Meta - Austin, TX

Full-time - Mid Level

Austin, TX

5,001-10,000 employees

Web Search Portals, Libraries, Archives, and Other Information Services

About the position

The Escalations Specialist in Global Response Ops at Meta is responsible for managing escalations related to the company's policies and procedures, particularly in the context of complex global legal issues and free expression on the Internet. This role involves interpreting and enforcing Meta's terms of service, investigating reported escalations, and collaborating with cross-functional teams to resolve sensitive issues. The position requires strong problem-solving skills, the ability to work under pressure, and effective communication with various stakeholders to enhance user trust and mitigate risks.

Responsibilities

• Interpret and enforce Meta's terms of service, including Community Standards and Advertiser & Commerce Policies.
• Review, investigate, and process reported escalations across the Meta product suite.
• Proactively investigate and drive complex escalations to resolution, communicating with cross-functional partners throughout the process.
• Gather and analyze data and escalation trends to improve the escalation process and recommend policy and product improvements.
• Handle high-pressure escalations and collaborate with cross-functional experts to resolve issues swiftly.
• Coordinate with global teams including Public Policy, Legal, Sales, and Product to develop solutions.
• Stay updated on workflow changes, operational guidelines, and enforcement standards.
• Utilize strategic tools and data to analyze trends and deliver insights for process improvement.
• Address sensitive content issues, including graphic images and offensive language.

Requirements

• 3+ years of experience in online operations, analyst, project management, consulting, or online escalations environment.
• Experience with analytical tools such as Excel or SQL for analytics and reporting.

Nice-to-haves

• Understanding of the changing social media landscape.
• Knowledge of Meta's operational guidelines and product suite.
• B.A. or B.S. degree in Business, Legal, Public Policy, International Relations, or Computer Science.

Benefits

• Competitive salary with bonus and equity options.
• Comprehensive health insurance coverage.
• 401(k) retirement savings plan with company matching.
• Paid time off and holidays.
• Professional development opportunities.