Global Response Operations focuses on supporting users through scalable solutions that match the observed community needs. We are looking for influencers who can align cross-functional partners to ensure the best possible experience for users on our platforms.
The Global Response Operations SEO (Specialized Enforcement Operations) team is seeking a solutions-oriented, data-savvy Expert who is passionate about providing a great support experience for our community of users.
The successful candidate will work with the India and South Asia team to review and enforce on content reported for potential abuse, resolve user account issues, improve the overall support experience for users in South Asia, as well as solve enforcement issues across a wide range of Meta markets.
In SEO the team specifically focuses on high priority, complex or regulatory enforcement demand, where our systems or scaled solutions need specialized support. SEO’s team is flexible and agile, bringing enforcement expertise that can be deployed to shifting priorities and dynamic emergent situations, necessitating local context, language, policy, community or functional expertise.
The Regional Specialist will be part of a data-driven analysis culture that works to protect our communities by enforcing on and will also help scale our operations by optimizing and automating processes, solving challenging problems and, most importantly, helping to prevent them.
This position is full time and is based in our Singapore office.
Responsibilities
- Work as part of the SEO India team, enforcing on paid and organic (non-paid/user) content during a crisis response within the South Asia region while specifically representing the India Assamese Market.
- Work as part of an On-call Operational structure to enforce on critical content, particularly in response to government, regulatory and Trusted Partner escalations, within the SEO Markets with a higher focus on India.
- Draw upon linguistic and cultural expertise in India's Assamese market, to identify crucial risk signals and gain valuable content insights that can help address complex operational and risk-related issues present in both advertisements and user-generated content across the region.
- Use a combination of market knowledge and operational expertise to support new policy and product initiatives/launches in India Assamese Market and the broader South Asia Region.
- Develop and implement scalable operational solutions to enhance support for our user community in the India Assamese market, while also collaborating effectively with other regions.
- Independently conduct root cause analysis and effectively resolve issues reported on Meta products, covering account support requests and abusive content types like graphic media, offensive language, or other objectionable materials.
- Ensure comprehensive coverage and enforcement of agnostic and paid content that originates from multiple sources globally, where language expertise is not required.
- Develop and implement strategies to mitigate integrity risks in the global and regional advertising business during risk events, while protecting users and advertisers and removing friction in the ad delivery process.
- Evaluate top-line operational metrics and drive strategic collaborations with internal cross-functional teams to enhance our processes and tools.
- Lead process improvement initiatives by working closely with vendor partners and scaling solutions across regions as necessary.
- Drive key integrity initiatives by collaborating with regional cross-functional teams, such as policy and legal, and contibute to stakeholder management across the market and broader region.
- Build subject matter expertise in a key area of integrity concern or theme, and support this by developing strategies and outlining and implementing comprehensive enforcement solutions.
Minimum Qualifications
- Fluency in written and conversational Assamese to support operations in the local language
- 1+ years of professional experience within an operations environment
- Experience communicating with a variety of audiences and stakeholders
- Strategic thinker with strong analytical and creative problem-solving skills
- Strong interpersonal skills and ability to build relationships with internal and external partners
- Ability to work with graphic and/or objectionable content.
- Proven ability to work independently and manage multiple priorities in a dynamic environment
- Experience working with ambiguity and developing new processes or solutions in response to changing circumstances
- Bachelors or Masters degree or equivalent practical experience
Preferred Qualifications
- A background or understanding of the Trust & Safety Domain
- Technical and data skills such as Excel and SQL and experience with visualisation tools such as Tableau to drive efficient analytics and reporting
- Language proficiency in additional Indian Languages is preferred as the candidate will be supporting operations for the South Asia region
- Excellent analytical, project management, and problem-solving skills, with an interest in innovation and technology
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.
