High Priority Escalations Specialist, Global Risk Operations (Dublin)

Requirements

Minimum Qualifications:
5+ years of operations experience in Escalations Management, Risk Management, Consulting or a similar role
Strategic thinker with proven track record of transforming operations to enhance customer experience through innovation and continuous improvement
Demonstrated experience building relationships and influencing across functional boundaries and/or globally
Experience managing projects and coordination with a variety of Global cross-functional partners
Experience making judgments under tight deadlines and competing priorities
Preferred Qualifications:
3+ years in an Investigations, Trust & Safety or Online Operations role for a tech company
Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal, Government entities or equivalent
Experience with analytical (like Excel or SQL) or Investigative tools to drive operational decision making
Expertise managing projects or programs across timezones with multiple stakeholders
Experience working with advertisers, agencies or advertiser policies

Responsibilities

- Review and investigate high priority escalations across Meta’s family of apps and respond to sensitive inquiries
- Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material including graphic videos or images
- Interpret and enforce Meta’s terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines)
- Be comfortable using various internal tools for escalations management and ensure tooling gaps are surfaced appropriately
- Adapt to changing requirements and scope on escalations and prioritize requests effectively
- Solve problems on Meta’s family of apps and propose creative solutions in high pressure escalations, ambiguous scenarios and work with a sense of urgency
- Showcase grace under pressure and ensure effective and timely communication with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering
- Work in a 24/7 Global team which requires on call shifts including rotational weekends and after-hours work
- Understand the Escalations ecosystem and leverage different teams for their primary expertise as required
- Proactively and independently 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
- Ensure seamless collaboration with the Global team and partner cross functional teams

FAQs

What is the primary responsibility of the High Priority Escalations Specialist?

The primary responsibility of the High Priority Escalations Specialist is to review and investigate high-priority escalations across Meta’s family of apps, responding to sensitive inquiries and addressing issues related to offensive content and ads.

What qualifications are required for this position?

The minimum qualifications include 5+ years of operations experience in Escalations Management, Risk Management, Consulting, or a similar role, along with strategic thinking skills and experience in project management and relationship building.

Is previous experience in Trust & Safety preferred for this role?

Yes, having 3+ years in an Investigations, Trust & Safety, or Online Operations role for a tech company is listed as a preferred qualification.

What tools will the specialist be using?

The specialist will be using various internal tools for escalations management and is expected to identify any tooling gaps that may arise.

Will the role require working outside of regular hours?

Yes, the role requires working in a 24/7 Global team, which includes on-call shifts, rotational weekends, and after-hours work.

How does the role contribute to Meta’s mission?

The role contributes to Meta’s mission by advocating for and protecting individuals, communities, and businesses from risks, implementing mitigation strategies, and strengthening user trust across Meta’s family of applications.

Are there opportunities for career advancement within this team?

Yes, the experience and skills gained in the High Priority Escalations Team can contribute to future career advancement within Meta, as the role involves strategic thinking, problem-solving, and cross-functional collaboration.

What type of educational background is preferred for applicants?

A bachelor's or advanced degree in fields such as business, philosophy, policy, information systems, journalism, or legal studies is preferred.

What type of analytical skills are beneficial for this position?

Experience with analytical tools like Excel or SQL to drive operational decision-making is beneficial for this position.

How does this role interact with other internal teams?

The High Priority Escalations Specialist collaborates with various internal stakeholders, including Public Policy, Core Policy, Legal, Sales, Product, and Engineering to ensure effective communication during escalations.