Every day, people come to Meta's family of apps to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta’s Global Operations team exists to help them.
Within Global Response Operations, our Community, Regulatory, & Legal Specialized Enforcement Operations team is focused on protecting voice and reducing bad experiences for our users, regulators, business, and advertisers through the enforcement of Meta’s policies. We collaborate with teams from across Meta to resolve sensitive and complex cases and to scale our response to these cases.
In this role you will lead a team focused on resolving and learning from escalations and enforcing Meta’s policies against sensitive and complex cases. You will support them in resolving these cases as well as in delivering scalable solutions to fix problems long-term, combined with a passion for innovation and a desire to make a real-world impact with AI.
This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other potential objectionable material. I.e., child exploitation, graphic violence, animal abuse, self-injury and other content which may be considered offensive or disturbing.
Responsibilities
- Lead and enable a high-performing team of escalations specialists to deliver by providing superb 1:1 support and mentorship
- Help shape team vision and goals and work across the global team on strategies for executing, measuring progress and sharing results
- 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
- Build strategic relationships with global and cross-functional teams to understand and anticipate risks to the company, develop global solutions across operations and policy
- Regularly communicate and interface with leadership and global executives in risk management situations
- Coordinate with global cross-functional teams including Communications, Public Policy, Legal, and others to problem solve and develop solutions
- Collaborate across Global Response Operations and cross-functional teams to ideate, scope, and implement the best suited generative AI solutions to enhance our team’s work
- Address graphic, sensitive and potentially offensive or controversial content while supporting team members who regularly view such content
- Please note that some weekend work and/or after hours work will be required on an ad hoc basis
Minimum Qualifications
- 10+ years of experience working in large-scale operations, domains such as online operations, escalations, informational systems, compliance, risk management, policy, legal operations or management consulting
- 3+ years of people management experience
- Demonstrated analytical, problem-solving, and decision-making experience, with track record of being organised and proactive
- Demonstrated ability to influence and lead complex initiatives across functional boundaries and/or globally
- Experience and ease of working independently and reliably under pressure in a fast-paced environment and enabling others to do the same
- Effective communication skills, with the ability to interact with diverse range of individuals at all levels of the organization
- A basic understanding of generative AI technologies and a willingness to learn how to apply this knowledge to enhance our team’s work
Preferred Qualifications
- Experience managing remotely, across global regions
- Prior experience with analytical tools (like Excel, SQL, or R)
- Degree in business, policy, information systems, legal, or similar field
- Experience implementing AI solutions
- Experience managing individuals across a variety of tenure levels
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.
