Meta is seeking an Escalations Specialist to join the Detection, Response, and Intelligence- Regulatory Escalations team. The team develops scaled solutions to user issues, protects users by decreasing negative engagement on the site and delivers qualitative and quantitative insight into user behavior. This individual will work to improve the overall user escalations experience for Meta community and will be responsible for working cross-functionally across different internal and external teams to help us intelligently scale our escalations function. They will be part of a team that will communicate clearly to various stakeholders and provide key updates and findings as high priority escalations unfold. We are seeking a team-oriented strategic thinker who can optimize processes, go deep on investigations, solve challenging problems and most importantly, help prevent them in future. This position is full time and is based in North America.
Serve as an expert on enforcing platform Community Standards and policies including regulatory policies
Investigate reported escalations across multiple channels on Meta Family of Applications and respond to sensitive global partner inquiries
Communicate results of technical analyses with non-technical partners
Gather, analyze, and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements
Be comfortable dealing with high pressure escalations, gray areas, and pulling in cross functional experts when appropriate, to resolve issues swiftly
The role will require tight coordination with global cross-functional teams including Public Policy, Legal, Operations, and others to problem-solve and develop solutions
Maintain expertise around key workflow changes, operational guidelines, policy updates and Community Standards
Deliver projects involving quantitative analysis, functional expertise, and strategy development
Utilize tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
Please note that some weekend/holiday work will be required on a shift basis
This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos, audio and writings, offensive or derogatory language, and other potential objectionable material, i.e. child exploitation, graphic violence, self-injury, animal abuse, and other content which may be considered offensive or disturbing
Minimum Qualifications:
5+ years operations experience
3+ years of project management experience
Broad understanding of Meta Community Standards
Knowledge of trust & safety, content integrity, compliance landscape
Experience multitasking different priorities in a rapidly changing environment
Sound judgment and experience thriving under pressure
Demonstrated collaboration skills
Experience influencing across regional and functional boundaries
Experience defining process and operational guidelines
Proficiency in data analysis
Ability to work with potentially graphic and objectionable content
Preferred Qualifications:
experience in technology/social media industry
About Meta:
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.
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, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
