This is a 12 months contract based in Singapore, Working Location Central
Responsibilities
- Be an expert on enforcing standards and policies including some basic compliance policies
- Investigate reported escalations across multiple channels 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
Minimum Qualifications
- 7+ years of experience managing large-scale operations
- 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
