The Global Operations Integrity Operations Team strives to create a safe atmosphere for the Meta communities by way of support, education, and care for the various people around the world who use our platforms. We pride ourselves in helping prevent online and real-world harm by building fast, scalable support systems to address safety-related incidents on our products, and by influencing others to collaborate on cross-functional initiatives. Integrity Operations' focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are committed to solving operational gaps, people’s issues, and are advocates for the Facebook and Instagram communities. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms.

Responsibilities

Manage and improve day-to-day operations against Expert Review quality and efficiency targets in a highly ambiguous and time-sensitive environment
Analyze and audit data to identify operational trends and risks and suggest recommendations to improve operations
Work with vendor and client facing teams to develop, support and improve expert review processes supporting Meta’s global user base
Use strategic thinking and problem solving skills to identify, set strategy for, and resolve large and complex business problems
Lead investigations and resolve issues that are escalated to the team regarding potentially operational gaps
Track and analyze key operational metrics and ensure Key Performance Indicators/service goals are met
Build cross-functional partnerships to create better solutions for our teams and ultimately our community and users
Develop expertise of the integrity issues and how they affect our operations and community

Minimum Qualifications

Bachelor's degree BA/BS
3+ years of experience in an operations, technology, management consulting, or equivalent environment
3+ years of work experience in role involving strategic/analytical initiatives (project management, consulting experience, data analysis or technical systems) and/or customer operations
3+ years of experience analyzing large datasets in SQL, Google Sheets or similar tools
Experience communicating with a variety of audiences, including engineering and technical teams
Demonstrable experience using sound judgment and exhibiting grace under pressure

Preferred Qualifications

3+ years of experience working with data tools such as SQL, SAS, and data visualization (for example Tableau) tools
Knowledge of other programming languages, e.g. Python, R, SQL
Avid user of our platform of products
Demonstrated experience of resourcefulness and adaptability in problem-solving
Experience solving issues with AI Solutions

Project Manager, Cross Problem Integrity Operations

Job Description