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Summary:
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 Incident Response (BIR) team, within Global Response Operations, is focused on providing a world class experience for Meta’s advertisers, internal executives, and our community of users. We provide 24/7 incident management and end-to-end resolution of critical and nuanced escalations from sales & executives; often with significant revenue, reputational, PR and/or regulatory risk to Meta. Additionally, we provide high-touch, curated support that often requires external engagement with advertisers & end users. We are currently hiring for an experienced Individual Contributor (IC) with a demonstrated ability to provide world class customer service while incident managing high-pressure/ high-risk escalations, stemming from Meta’s advertisers & internal executives. Reporting to the NA, Dublin, or Singapore regional manager, the successful candidate will have direct responsibility for resolving escalations, oftentimes with significant revenue risk and at times engaging directly with the advertiser and/or end user. Additional responsibility in providing root cause analysis and cross-company collaboration to strengthen the holistic support ecosystem.
Required Skills:
Business Incident Response Specialist Responsibilities:
Review, investigate and coordinate the end-to-end resolution of executive-level incidents in adherence with the respective process and policy frameworks.
Communicate effectively with multiple stakeholders, including external clients, internal partners and the leadership group.
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.
Review, investigate and process reported escalations across the Facebook/Instagram 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.
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.
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
Attend mandatory training and seek knowledge in areas of interest to the business.
Adopt best practices in order to achieve individual and collective goals.
Minimum Qualifications:
Minimum Qualifications:
5 + 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:
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.
Experience with analytical tools (i.e. Excel, SQL, Tableau).
Familiarity with Facebook's suite of products.
Understanding of the power of social media for businesses and the issues that are inherent to it.
Industry: Internet