High Priority Escalations Specialist

High Priority Escalations Specialist

Requirements

• 8+ 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

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)
• 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

Preferred Qualifications

• 5+ 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