Every day, people use Meta Platforms to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta's Global Operations team exists to help them.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. As one of the B-SEO Managers, you will be responsible for managing a high-performing team, providing direction and mentorship, ensuring that we build a deep understanding of issues impacting our advertiser community.You will devise goals, work to improve the overall user escalations experience for the Facebook/Instagram/Threads community, deliver projects and implement solutions to meet community needs, while working with partners within various cross-functional teams to drive priorities. You'll also initiate and navigate multiple, complex moving parts (people and processes) across Meta to drive projects and programs forward. You will define options and frame issues around a decision for leadership, while bringing teams together with clear plans to mitigate risk outcomes across the organization and in cross-functional settings. You'll contribute to building community within our channels and help to make other people on the team successful.

• Provide mentorship, guidance and career development to a team of escalation specialists
• Enable a high-performing team to achieve goals as they provide superb 1:1 support, enabling deeper and more scalable solutions whilst developing strategies for executing, measuring progress and sharing results
• Work closely with peer managers across the globe to enhance escalation management and develop sound operational processes
• Deliver projects involving quantitative analysis, industry research, and strategy development
• Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
• Coordinate with global cross-functional teams including PR/Communications, Public Policy, Legal, Sales, Product and others to problem solve and develop solutions
• Advocate for users within their Region, partnering with global and cross-functional teams to develop global solutions

• Significant experience working in large-scale operations, domains such as online operations, escalations, informational systems, compliance, risk management, policy, legal operations or management consulting
• Experience leading globally diverse teams in an operations environment
• Recent experience scaling businesses and teams through rapid expansion, right sourcing, functional migrations, optimisation and stabilisation
• Experience in a functional sales or sales operations role including to work closely with Account Management, Partnerships and Sales
• Recent experience developing Operations or support strategy, planning, expansion and implementation
• Customer obsessed - deep expertise in customer and team centricity, vendor and partner management
• Strong background in the development, management and delivery of operational performance metrics and KPIs

• Certified program management qualification (PMI, Six Sigma, Prince, ETC)
• Experience with analytical tools or innovation technology (like Excel, SQL, or AI)
• BA/BS degree