Meta is seeking an Escalations Specialist to join the Risk and Response, Regulatory Escalations team. The Risk and Response team develops scaled solutions to user issues, protects users by decreasing negative engagement on the site and delivers qualitative and quantitative insight into user behavior. This individual will work to improve the overall user escalations experience for Meta community and will be responsible for working cross-functionally across different internal and external teams to help us intelligently scale our escalations function. They will be part of a team that will communicate clearly to various stakeholders and provide key updates and findings as high priority escalations unfold. We are seeking a team-oriented strategic thinker who can optimize processes, go deep on investigations, solve challenging problems and most importantly, help prevent them in future. This position is full time and is based in our Singapore office.
RESPONSIBILITIES
- Be an expert on enforcing Facebook/Instagram Community standards and policies including some basic compliance policies
- Investigate reported escalations across multiple channels on Facebook/Instagram and respond to sensitive global partners inquiries
- Address traumatic, sensitive and potentially offensive content
- Communicate results of technical analyses with non-technical partners
- Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements
- Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
- The role will require tight coordination with global cross-functional teams including Public Policy, Legal, Community Operations and others to problem solve and develop solutions
- Attention to details is a must — Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
- Deliver projects involving quantitative analysis, industry research, and strategy development
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
- Please note that some weekend work will be required on a shift basis
MINIMUM QUALIFICATIONS
- 5+ years of experience managing large-scale operations in a technology or social media company
- Broad understanding of Meta Community Standards
- Experience in investigations, internet safety or equivalent environment
- Ability to multitask different priorities in a rapidly changing environment
- Strong project management and operations skills
- Sound judgment and ability to thrive under pressure
- Strong conflict management and negotiation skills
- Ability to influence across functional boundaries globally
- Experience defining process and operational guidelines
- Proficiency in tools such as SQL and Excel to drive analytics and reporting
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
