The Business Incident Response (BIR) team is a specialized group that provides rapid and holistic resolution of critical escalations that threaten businesses' and partners' brands, relationships, and revenue streams. The team offers dedicated support to advertisers globally who experience friction on our platforms. By leveraging cross-functional partnerships, the BIR team delivers an immediate and personalized experience for constituents and stakeholders during times of crisis. The team operates off-process and overrides barriers to ensure swift issue resolution, prioritizing resources dynamically to assume ownership over mission-critical incidents. The escalations handled by the BIR team are complex and require experience in areas such as operations, policy, process, and project management. The team comprises best-in-class specialists who leverage their skills to deliver outsized impact. To succeed on the BIR team, candidates should be passionate about social media, real-time crisis management, and working collaboratively in a fast-paced environment. Candidates should be passionate about customer support and working cross-functionally with multiple domains, including policy and process. Candidates will have to navigate ambiguity and have the capacity to make quality decisions while remaining unbiased and open to feedback. Candidates will be communicating relevant content and context to inform and enable internal and external partners, including executive level communication.

Responsibilities

Review, investigate and coordinate the end-to-end resolution of executive-level incidents in adherence with the respective process and policy frameworks
Communicate effectively with multiple stakeholders, including external clients, internal partners and the leadership group
Serve as the primary communication channel on critical escalations
Cooperate with a wide group of cross-functional partners across the business, including those outside of your domain expertise, to coordinate the work and develop long-lasting relationships
Successfully execute assigned tasks and/or project work, ensuring that goals are met within scope and timelines
Join and/or organize group meetings to effectively discuss, and occasionally present, on many business matters including core work, projects, and strategy
Perform root-cause analysis and/or draft post-mortem reports to identify areas of opportunity and issue recommendations to the appropriate audience
Drive innovation by contributing towards resolving problem statements and proposing improvements to existing processes
Attend mandatory training and seek knowledge in areas of interest to the business
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
Adopt best practices in order to achieve individual and collective goals

Minimum Qualifications

5+ years of experience working in large-scale operations, domains such as online operations, escalations, informational systems, compliance, risk management, policy, legal operations, management consulting or related fields
Demonstrated understanding of how the broader social media landscape operates in the industry
Demonstrated experience thinking strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations
Demonstrated experience navigating ambiguous situations
Experienced working within fast-paced environments, handling multiple workstreams and maintaining effective communication with all stakeholders, both internal and external

Preferred Qualifications

Experience with analytical tools (i.e. Excel, SQL, Tableau) and influencing others leveraging data and analysis
Familiarity with Meta's suite of products
Experience working directly with global, cross-functional teams to solve issues and develop solutions
Understanding of the power of social media for businesses and the issues that are inherent to it
Degree in Science, Technology, Engineering, and Mathematics (S.T.E.M)

Business Incident Response Specialist

Job Description