Introduction to the role:
The High Priority Escalations Team focuses on strategically investigating, enforcing and coordinating response for the most important issues on our Family of Apps. The Team designs and implements immediate and mid-term mitigation plans to implement 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 deep understanding of the systems across tools, products, policies, processes, which allows us to design and deploy a diverse set of short-term and systemic mitigation strategies to accurately respond to risk across platforms, domains, policy and regions, in close collaboration with cross functional teams. 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 our family of apps.
The team is at the forefront of managing crises, elections, and other unknown or fringe issues that occur on our platforms; deals with High priority escalations on Organic and Paid content. This includes sensitive PR fires, election related risks and supporting company priorities on new product launches. The escalations in our workflow are generally with high leadership visibility and require deep investigations and collaboration with different teams like Engineering, Policy, Legal, Product and Ops. 2024 is also a year of high priority Elections (including US 2024 and India Elections) and my team plays an important role in election risk mitigation efforts.
Responsibilities
- Review and investigate high priority escalations across the company’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 terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines)
- Be comfortable using 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 the company’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
- 24/7 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
Minimum Qualifications
- 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
- Demonstrated experience making judgments under tight deadlines and competing priorities
Preferred Qualifications
- 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 time zones with multiple stakeholders
We regret to inform that only selected candidates will be contacted.
Job Reference: R22104900 Chloe Zheng Qimei
Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544
