Escalations Specialist, Risk & Response

Posted 2 days ago
Main Location
Menlo Park, CA, United States
Jobs

Every day, people come to Facebook to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Facebook’s Global Operations team exists to help them.
The Risk and Response team 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. We develop solutions to user issues, protect users by decreasing negative engagement on the site and deliver qualitative and quantitative insight into user behavior.
Our Escalation Specialists are responsible for managing escalations surrounding Facebook’s policies and procedures, complex global legal issues and the dynamic landscape of free expression on the Internet. We seek to mitigate risks relating to issues involving enforcement of our Community Standards, Advertiser & Commerce Policies and other regulatory spaces. The team is at the forefront of managing crises, 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 on Facebook and Instagram.
We are seeking team-oriented problem solvers who can build relationships and thrive in ambiguity. You work well in high-pressure situations, quickly implement solutions, and activate partners and subject matter experts as needed. You communicate clearly to various stakeholders, and provide key updates and findings as high-priority escalations unfold.

  • Interpret and enforce Facebook/Instagram terms of service (either our Community Standards, Advertiser & Commerce Policies and Intellectual Property Regulations)
  • 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 comfortable dealing with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly
  • Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions
  • Remain up-to-date on key workflow changes, operational guidelines, policy updates and enforcement standards
  • Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
  • Please note that weekend work will be required on a shift basis
  • Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material as needed

MINIMUM QUALIFICATIONS

  • 3+ years of experience in an online operations, analyst, project management, consulting, online escalations environment or alike
  • Demonstrated analytical-thinking and problem-solving experience
  • Experience driving high-priority cases through process of resolution
  • Experience managing projects and coordination with a variety of global cross-functional partners
  • Experience communicating with a variety of audiences

PREFERRED QUALIFICATIONS

  • 3+ years of experience in an online operations, analyst, project management, consulting, online escalations environment or alike
  • Demonstrated analytical-thinking and problem-solving experience
  • Experience driving high-priority cases through process of resolution
  • Experience managing projects and coordination with a variety of global cross-functional partners
  • Experience communicating with a variety of audiences

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
Are you hiring? Join our platform for diversifiying your team
Escalations Specialist, Risk & Response
Facebook, Inc.