Community Escalation Specialist

 

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The Global Risk 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. As part of that, the Risk organization drives continuous improvement, with our partners across Meta, by understanding and consistently managing incidents and real-time crises to resolution.The Community Escalation Specialist role is key to protecting our users, community and the company, by ensuring adherence to Community Standards, policies, and platform integrity. The team has the opportunity to be at the forefront of taking charge of the company’s response to crises related to elections, world events, and other unknown or fringe issues that occur on our platforms. You will be responsible for managing escalations surrounding Meta’s policies and procedures related to real world harm, complex global civic and legal issues, and the dynamic landscape of free expression on the Internet. In addition to escalations management, we specialize in launch preparedness and change management, emerging trend analysis and support, and signal feedback loop and quality. We are seeking a team-oriented problem solver who can build relationships and thrives in ambiguity. You work well in high pressure situations, and quickly implement solutions, activating partners and subject matter experts as needed. You communicate clearly to various stakeholders, and provide key updates and findings as high priority escalations unfold.

Community Escalation Specialist Responsibilities:

• Become an expert on enforcing Meta/Instagram Community standards, policies, and Integrity processes
• Investigate reported escalations across multiple channels on Meta/Instagram and respond to sensitive global partners’ inquiries
• Ability to identify gray areas in policies, gaps in processes, and use excellent judgment to resolve those issues
• Ensure smooth handover of open investigations between regions providing all relevant details
• Address traumatic, sensitive, and potentially offensive content
• Develop, manage, and execute projects across functional and geographic boundaries in line with strategic directions and operational needs
• Coordinate with global cross-functional teams including Public Policy, Legal, Community Operations, Integrity Products, Communications, and others to problem solve and develop solutions
• Utilize tools, systems, and data to help the team analyze trends and identify integrity gaps and systemic problems that cause escalations and provide meaningful insights back to relevant stakeholders
• Respond to escalated user/press/partner inquiries with high quality, speed, and accuracy
• Assist in driving development and implementation of scalable solutions to support our global processes
• Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
• Please note that some late night, weekend and holiday work will be required on a shift basis

Minimum Qualifications:

• BA//BS Degree or equivalent work experience in online operations, analyst, risk management, consulting, online escalations environment or alike
• 4+ years of experience in an online operations, analyst, risk management, consulting, online escalations environment or alike
• Demonstrated analytical-thinking and problem-solving experience
• Experience managing projects and coordination with a variety of global cross-functional partners
• Communication: demonstrated experience influencing across functional boundaries and/or globally
• Experience managing escalations through process to resolution
• Conflict management and negotiation experience

Preferred Qualifications:

• Experience working with NGOs and/or government entities
• Experience in investigations, internet safety or equivalent environment
• Experience using tools like SQL and Excel to drive analytics and reporting
• Understanding of Facebook Community Standards and policies

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta's Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law

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