Every day, people engage Meta’s Family of Apps 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 Problem Integrity Operations (PIO) team exists to help them. PIO teams drive the operational protocols to scale our enforcement of the community standards to our community of three billion+ people. The team owns the operational health and design of key workflows and metrics and identifies and drives improvements in those aligned to core metrics. Team members are subject matter experts in the abuse areas they support and leverage this to maintain an overall picture of the roadmap for the abuse area. Each problem-focused team drives these efforts in service of our overall Integrity objectives in close partnership with a large cross-functional team. On these teams, you will have the opportunity to directly protect the safety of the Meta community by leading a team responsible for building protocol, strategies, and operations to reduce the prevalence of harmful content and users on our platforms. The Scripted Actor Operations Team within PIO focuses specifically on minimizing bad experiences for users and harm to society due to scripted, automated, and coordinated inauthentic behavior carried out by bad actors. We strive to protect legitimacy and build a respectful community by surfacing user insights, scaling workflows, and operationalizing measurement, detection, and enforcement. As a Project Manager on this team, you will develop in-depth experience of the scripted behavior problem space and work directly with a team of contractors, being accountable for the quality of their authority review. You will analyze patterns of activity and investigate trends to help enforce Meta’s policies, as well as organize cross-functional teams to take action in order to educate and protect the Meta community. You will work alongside Product Managers, Policy Experts, Risk Teams, Market Experts, UX Researchers, Data Scientists, and Engineers to proactively identify and lead strategic projects targeting improvements to on-platform content quality. As a Project Manager in a rapidly maturing field, you will identify areas for process improvement, help us intelligently scale our operations by optimizing and automating processes, and solve complex problems by applying insights to help meet tomorrow’s challenges.

Responsibilities

Conduct review of manual and AI-powered workflows to ensure quality and policy alignment, with a focus on scripted actor detection and mitigation
Develop subject matter expertise in scripted behavior, including detection, mitigation, and evolving threat patterns
Directly support a team of contractors, providing guidance, training, and feedback to ensure authority-level review quality
Monitor and report on performance metrics, quality assurance, and productivity for contractor reviews
Analyze review data to identify trends and patterns, and translate findings into actionable insights for technical and operational improvements
Communicate to cross-functional partners, prepare formal recurring communications, and present to people at all levels of the organization
Synthesize information and context and draw connection points across multiple teams to provide recommendations on strategy and drive operations and execution
Understand Meta’s community support processes, products, and policies; analyze current protocol and drive recommendations for process, policy, and product improvements
Identify and creatively solve cross-functional operational issues, often unique to each project
Manage escalation processes and playbook to provide remediations to inquiries
Track and analyze key operational metrics to understand the support ecosystem and help determine where to focus optimization efforts
Apply judgment regarding support needs across multiple competing priorities
Partner with global teams to develop scalable solutions to support Meta’s global user base

Minimum Qualifications

2+ years of experience in a project management, management consulting, operations, customer experience, or similar experience of thinking through tough problems, and building 0-1 solutions
BA/BS degree or international equivalent
1+ year of experience initiating and driving projects to completion with minimal guidance
2+ years of experience doing business process analysis
Experience communicating results of technical analyses with non-technical partners and leadership teams to influence the strategy of those teams
Demonstrated experience keeping up with deadlines, prioritizing, and managing multiple projects simultaneously

Preferred Qualifications

Experience in a tech or startup environment
Experience leading global projects
Experience assessing, analyzing, and resolving issues, and distilling that complexity into simple and concise concepts
Experience working with remote cross-functional teams
Threat intelligence, abuse detection, and investigation experience
Prior experience managing contractors or similar teams
Familiarity with scripted behavior, automation, or abuse detection

Project Manager, Scripted Actor Operations

Job Description