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 & Commerce Specialised Enforcement Ops (B-SEO) Team coordinates across different internal and external teams to help intelligently manage emerging risks and enforce against Meta's Policies. Our team focuses on managing highly sensitive and urgent problem areas and risks with calm and focus, identifying areas for improvement, optimizing processes, and most importantly, helping to prevent these risks in the future.
The B-SEO team is responsible for mitigating risks relating to issues involving enforcement of our Ad Policies. The team is at the forefront of managing crises, global elections, and other unknown or fringe issues that occur on our platforms. This is an exciting opportunity to help drive impact and strengthen user trust and business integrity on Facebook and Instagram.
We are currently hiring for an experienced Individual Contributor (IC) with a demonstrated ability to provide world class customer service while incident managing and actioning high-pressure/ high-risk escalations. Reporting to the Singapore regional manager, the successful candidate will have direct responsibility for resolving escalations, oftentimes with significant revenue risk and at times engaging directly with critical internal stakeholders, the advertiser and/or end user. Additional responsibility in providing root cause analysis and cross-company collaboration to strengthen the holistic support ecosystem.
Responsibilities
- Review, investigate and process reported escalations across the Meta product suite and respond to sensitive global partners inquiries (this includes incoming reports of alleged legal rights infringement, escalated user, press and partner inquiries, etc.)
- Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process.
- Cooperate with a diverse group of cross-functional partners across the business, including those outside of your domain expertise, to coordinate the work and develop long-lasting relationships.
- Be an expert on interpreting and enforcing Meta’s policies and use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support Meta and our users
- Communicate effectively with multiple stakeholders, including external clients, internal partners and the leadership group.
- Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements.
- Review, investigate and coordinate the end-to-end resolution of executive-level incidents in adherence with the respective process and policy frameworks.
- Attend mandatory training and seek knowledge in areas of interest to the business.
- Adopt best practices in order to achieve individual and collective goals.
- Due to shifting operational needs some weekend or public holiday work may be required.
Minimum Qualifications
- 7+ 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.
- Demonstrated experience thinking strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations.
- Demonstrated experience managing and delivering projects.
- Solid understanding of how the broader social media landscape operates in the industry.
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.
- Familiarity with Meta's suite of products.
- Understanding of the power of social media for businesses and the issues that are inherent to it.
- Experience with analytical tools (i.e. Excel, SQL, Tableau).
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.
