High Priority Escalations Specialist

Meta•San Francisco, CA

3d•$122,000 - $180,000

About The Position

The High Priority Escalations Team is part of Global Response Operations whose mission is to advocate for and protect every person, community, and business from risk. We do this by identifying, preventing and mitigating integrity and support risks across the Meta ecosystem, particularly during critical moments. The High Priority Escalations Team focuses on strategically investigating, enforcing and coordinating response for the most important issues on Meta’s Family of Apps. The Team designs and implements immediate and mid-term mitigation plans to implement Meta policies and leverage operational expertise. We respond to real-time crises, identify and evaluate emerging risks, conduct risk-related investigations and assess what we could be doing to best benefit our communities. The team is responsible for understanding, communicating and mitigating new, emerging and highly ambiguous operational risks. The team has an understanding of Meta’s systems across tools, products, policies, processes, which allows us to design and deploy a broad set of short-term and systemic mitigation strategies to accurately respond to risk across platforms, domains, policy and regions, in close collaboration with XFN. The team is at the forefront of managing crises, elections, and other unknown or fringe issues that occur on our platforms. This is an exciting opportunity to help drive impact and strengthen user trust on Meta’s family of apps.

Requirements

Operational Experience: 5+ years of operations experience in Escalations Management, Risk Management, Consulting or a similar role
Thought leadership: Strategic thinker with proven track record of transforming operations to enhance customer experience through innovation and continuous improvement
Communication: Demonstrated experience building relationships and influencing across functional boundaries and/or globally
Experience making judgments under tight deadlines and competing priorities

Nice To Haves

3+ years in an Investigations role, Trust & Safety or Online Operations for a tech company
Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal, Government entities or equivalent
Experience with analytical tools (like Excel or SQL) to drive analytics and operational decision making
Expertise managing projects or programs across timezones with multiple stakeholders

Responsibilities

Review and investigate high priority escalations across Meta’s family of apps and respond to sensitive inquiries
Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material including graphic videos or images
Interpret and enforce Meta’s terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines)
Can use various internal tools for escalations management and ensure tooling gaps are surfaced appropriately
Adapt to changing requirements and scope on escalations and prioritize requests effectively
Solve problems on Meta’s family of apps and propose creative solutions in high pressure escalations, ambiguous scenarios and work with a sense of urgency
Showcase grace under pressure and ensure effective and timely communication with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering
Work in a 24/7 Global team which requires on call shifts including rotational weekends and after-hours work
Understand the Escalations ecosystem and leverage different teams for their primary expertise as required
Proactively and independently gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements
Ensure seamless collaboration with the Global team and partner cross functional teams