Escalations Specialist, Risk & Response
Company: Meta
Location: Little Rock
Posted on: June 25, 2022
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Job Description:
**Summary:**
Every day, people come to Facebook to connect with friends and
family, discover what's going on in the world, interact with
businesses, find potential customers, and build community.
Facebook's Global Operations team exists to help them.
The Risk and Response team 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. We develop solutions to user issues,
protect users by decreasing negative engagement on the site and
deliver qualitative and quantitative insight into user
behavior.
Our Escalation Specialists are responsible for managing escalations
surrounding Facebook's policies and procedures, complex global
legal issues and the dynamic landscape of free expression on the
Internet. We seek to mitigate risks relating to issues involving
enforcement of our Community Standards, Advertiser & Commerce
Policies and other regulatory spaces. 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 Facebook and
Instagram.
We are seeking team-oriented problem solvers who can build
relationships and thrive in ambiguity. You work well in
high-pressure situations, quickly implement solutions, and activate
partners and subject matter experts as needed. You communicate
clearly to various stakeholders, and provide key updates and
findings as high-priority escalations unfold.
**Required Skills:**
Escalations Specialist, Risk & Response Responsibilities:
1. Interpret and enforce Facebook/Instagram terms of service
(either our Community Standards, Advertiser & Commerce Policies and
Intellectual Property Regulations)
2. Review, investigate and process reported escalations across the
Facebook/Instagram product suite and respond to sensitive global
partners inquiries (this includes incoming reports of alleged legal
rights infringement, escalated user, press and partner inquiries,
etc.)
3. Proactively investigate, troubleshoot, and drive our most
sensitive and complex escalations to resolution, and communicate to
cross-functional partners involved throughout the whole process
4. 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
5. Be comfortable dealing with high pressure escalations, grey
areas and collaborating with cross functional experts, when
appropriate, to resolve issues swiftly
6. Coordinate with global cross-functional teams including Public
Policy, Legal, Sales, Product, Global Operations and others to
problem solve and develop solutions
7. Remain up-to-date on key workflow changes, operational
guidelines, policy updates and enforcement standards
8. Utilize strategic tools, systems, and data to help the team
analyze trends and deliver insights to define goals and improve
processes
9. Please note that weekend work will be required on a shift
basis
10. Address sensitive content issues, including but not limited to
graphic images, videos, offensive or derogatory language, and other
objectionable material as needed
**Minimum Qualifications:**
Minimum Qualifications:
11. 3+ years of experience in an online operations, analyst,
project management, consulting, online escalations environment or
alike
12. Demonstrated analytical-thinking and problem-solving
experience
13. Experience driving high-priority cases through process of
resolution
14. Experience managing projects and coordination with a variety of
global cross-functional partners
15. Experience communicating with a variety of audiences
**Preferred Qualifications:**
Preferred Qualifications:
16. 5+ years of experience in an online operations, analyst,
project management, consulting, online escalations environment or
alike
17. B.A. or B.S. degree in a related discipline such as Business,
Legal, Public Policy, International Relations, or Computer
Science
18. Experience with analytical tools (like Excel or SQL) to drive
analytics and reporting
19. Understanding of how the broader social media landscape is
changing
20. Understanding of Facebook's operational guidelines and
knowledge of Facebooks' suite of products
**Industry:** Internet
**Equal Opportunity:** Facebook is proud to be an Equal Opportunity
and Affirmative Action employer. We do not discriminate based upon
race, religion, color, national origin, sex (including pregnancy,
childbirth, or related medical conditions), sexual orientation,
gender, gender identity, gender expression, transgender status,
sexual stereotypes, age, status as a protected veteran, status as
an individual with a disability, or other applicable legally
protected characteristics. We also consider qualified applicants
with criminal histories, consistent with applicable federal, state
and local law. Facebook is committed to providing reasonable
accommodations for candidates with disabilities in our recruiting
process. If you need any assistance or accommodations due to a
disability, please let us know at accommodations-ext@fb.com.
Keywords: Meta, Little Rock , Escalations Specialist, Risk & Response, Other , Little Rock, Arkansas
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