Meta is seeking an Escalations Specialist to join the Detection, Response, and Intelligence- Regulatory Escalations team. The 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 Singapore.
RESPONSIBILITIES
- Serve as an expert on enforcing platform Community Standards and policies including regulatory policies
- Investigate reported escalations across multiple channels on Meta Family of Applications and respond to sensitive global partner inquiries
- 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, gray areas, and pulling in cross functional experts when appropriate, to resolve issues swiftly
- The role will require tight coordination with global cross-functional teams including Public Policy, Legal, Operations, and others to problem-solve and develop solutions
- Maintain expertise around key workflow changes, operational guidelines, policy updates and Community Standards
- Deliver projects involving quantitative analysis, functional expertise, and strategy development
- Utilize tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
- Please note that some weekend/holiday work will be required on a shift basis
- This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos, audio and writings, offensive or derogatory language, and other potential objectionable material, i.e. child exploitation, graphic violence, self-injury, animal abuse, and other content which may be considered offensive or disturbing
MINIMUM QUALIFICATIONS
- 5+ years operations experience
- 3+ years of project management experience
- Broad understanding of Meta Community Standards
- Knowledge of trust & safety, content integrity, compliance landscape
- Experience multitasking different priorities in a rapidly changing environment
- Sound judgment and experience thriving under pressure
- Demonstrated collaboration skills
- Experience influencing across regional and functional boundaries
- Experience defining process and operational guidelines
- Proficiency in data analysis
- Ability to work with potentially graphic and objectionable content
PREFERRED QUALIFICATIONS
- experience in technology/social media industry
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.
