The Global Response Operations organization within Global Operations 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. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta.
The Business Incident Response (BIR) team, within Global Response Operations, is focused on providing a world class experience for Meta’s advertisers, internal executives, and our community of users. We provide 24/7 incident management and end-to-end resolution of critical and nuanced escalations from sales & executives; often with significant revenue, reputational, PR and/or regulatory risk to Meta. Additionally, we provide high-touch, curated support that often requires external engagement with advertisers & end users.
We are currently hiring for an experienced Individual Contributor (IC) with a demonstrated ability to incident manage high-pressure/ high-risk issues, provide a world class customer experience, and a proven track record in service design ideation & execution. Reporting directly to the Global Head of Business Incident Response, the successful candidate will work as part of the GRO Business Incident Response leadership team to drive the evolution and execution of the team's strategy. Additionally, the successful candidate will carry responsibility over some of the most critical of escalations faced by the team, oftentimes representing Meta in external engagements with advertisers & end users alike.
RESPONSIBILITIES
- Support in the evolution and execution of the BIR team strategy, operating model and objectives
- Develop processes and methodologies (service design) that will shape our approach to customer support & create a world class experience
- Build productive working relationships and represent BIR as a strategic partner with key cross-functional stakeholders
- Incident manage critical escalations, requiring direct engagement with Sr. Meta Executives
- Externally represent Meta in engaging directly with advertisers, often times at the c-suite level
- Build a deep understanding of the customer journey and influence the holistic improvement of support at Meta through partnering across many teams
MINIMUM QUALIFICATIONS
- 5+ years experience in a Trust & Safety, Risk Operations, or Risk Investigations role
- 10+ years experience in Customer Support
- Strategic thinker with strong analytical and creative problem-solving skills
- Demonstrated experience leading the development and execution of a service design strategy
- Demonstrated ability to work in ambiguous environments and create solutions to complex problems
- Experience representing an organization externally & creating a world class experience
- Experience communicating complex or technical information to both technical and non-technical audiences
PREFERRED QUALIFICATIONS
- B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science.
- Experience working directly with global, cross-functional teams to solve issues and develop solutions.
- Experience influencing others leveraging data, analysis and vision.
- Experience with analytical tools (i.e. Excel, SQL, Tableau).
- Familiarity with Meta’s suite of products.
- Understanding of the power of social media for businesses and the issues that are inherent to it.
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.
