Escalations Specialist, Global Response Ops

Meta • Austin, TX

431d • $73,008 - $114,000

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.

Requirements

• 3+ years of experience in online operations, analyst, project management, consulting, or online escalations environment.
• Experience with analytical tools like 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.

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.
• Respond to sensitive global partner inquiries, including reports of alleged legal rights infringement.
• Proactively investigate and drive complex escalations to resolution, communicating with cross-functional partners throughout the process.
• Gather, analyze, and utilize relevant data to develop improvements to the escalation process.
• Coordinate with global cross-functional teams to problem solve and develop solutions.
• Stay updated on key workflow changes, operational guidelines, and policy updates.
• Utilize strategic tools and data to analyze trends and improve processes.
• Address sensitive content issues, including graphic images and offensive language.

Benefits

• Competitive salary with bonus and equity options.
• Comprehensive health insurance coverage.
• 401(k) retirement savings plan.
• Paid time off and holidays.
• Flexible work hours and potential for remote work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: Bachelor's degree