Business Specialised Enforcement Ops (B-SEO) Specialist

The Global 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 Meta'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.

• 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 wide-ranging 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.
• Weekend coverage may be required on occasion
• On occasion, address sensitive content issues, including but not limited to graphic images, videos, offensive or derogatory language, and other objectionable material as needed

• 4+ 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
• Demonstrated experience with executive communication and stakeholder management

• 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 supporting executives and/or sales teams/leadership
• Experience leading by example to foster a collaborative team environment, and support the growth and development of peers while working closely with a remote management team.
• Experience with analytical tools (i.e. Excel, SQL, Tableau)