Regulatory Escalations Specialist

Meta•Austin, TX

About The Position

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. This position is full time.

Requirements

3+ years of experience handling operations, crisis or risk in a technology company or equivalent environment
Knowledge of trust & safety, content integrity, compliance landscape
Ability to multitask different priorities in a rapidly changing environment
Project management and operations skills
Sound judgment and ability to thrive under pressure
Demonstrated communication and collaboration skills
Ability to influence across regional and functional scope
Ability to work with potentially graphic and objectionable content
Proficiency in data analysis

Responsibilities

Serve as an expert on enforcing Meta’s Community standards and policies, including regulatory policies and region specific social media legislation where required
Investigate reported escalations across multiple channels on Meta’s services, disrupt bad actor networks and respond to sensitive global partners inquiries
Apply project management methodologies, techniques, and strategy development to effectively plan, execute and monitor projects and initiatives
Effectively convey results of technical/investigative work and mitigation measures to various audiences including leadership and external partners/government agencies
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
Manage high-pressure ambiguous escalations prioritizing speedy resolution while partnering with cross functional teams
Coordinate with global cross-functional teams including Public Policy, Legal, and Integrity teams to problem solve and develop solutions
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