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 and advertisers on our platforms.
The Global Response Operations SEO (Specialized Enforcement Operations) team is seeking a solutions-oriented, data-savvy Market Expert who is passionate about providing a great support experience for our community of users and advertisers. The successful candidate will work with the Asia Pacific team to review and enforce on organic, ads and commerce content reported for potential abuse, resolve user account issues, improve the overall support experience for Philippines, 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 Market Specialist will be part of a data-driven 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 Philippines team, enforcing on crisis response within the Asia Pacific region while specifically representing the Philippines market.
- Work as part of an On-call Operational structure to enforce on critical content within SEO Markets with a higher focus on Philippines.
- Use a combination of language and market geopolitical knowledge, deep understanding of cultural, language nuances and minority communities, to capture signals and insights to enforce and solve for complex risk and operational issues within the region.
- Scope scalable solutions to improve the support of our community of users, communities and advertisers in the Philippines market and in partnership with other regions.
- Investigate and resolve issues that are reported on META products, such as requests for account support and reports of potentially abusive content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material. The content can be across organic, ads and commerce.
- Support enforcement efforts on agnostic content that originates from multiple sources globally, where language expertise is not required.
- Support enforcement efforts identifying integrity risks to our local and regional advertising business and enforce on these risks.
- Support region wide programs of work supporting peak season buying initiatives, protecting advertisers, businesses and removing friction in the ad delivery process.
- Analyze key metrics and collaborate with cross-functional teams to improve our processes and tools. Build subject matter expertise around abuse areas prevalent in the region and work with the team on enforcement efforts to manage and control impact.
- Investigate emerging risk across the region and influence cross functional resolution. Provide input and support on policy recommendations using geopolitical as well as operational understanding with XFN partners.
- Liaise closely with our Meta vendor teams to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions.
- Remain up to date on key workflow changes, operational guidelines, policy updates and our Community Standards.
- Support the training and onboarding Meta partners.
Minimum Qualifications
- Bachelors degree or equivalent experience
- Fluency in Tagalog is essential as this role will involve working on issues in the local language as well as dealing with external clients in that market. Any other dialect proficiency such as Cebuano is a plus.
- 1+ years of professional experience within an operations environment
- Experience communicating with a variety of audiences and stakeholders from the Philippines market
- Strategic thinker with strong analytical and creative problem-solving skills
- Passion for supporting the Facebook and Instagram community
- Excellent communication and collaboration skills
- Self-starting, intellectually curious and creative individual comfortable operating in a fast paced, ever changing environment
Preferred Qualifications
- Experience with vendor management
- Experience with training, quality assurance or metrics analysis
- Technical and data skills such as Excel and SQL and experience with visualisation tools such as Tableau to drive efficient analytics and reporting
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.
