The Global Response Operations organization within Global Operations responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta. Meta is seeking an Escalations Specialist to join the Global Response Operations, Regulatory Escalations Team. The team develops bespoke and semi-scalable solutions to escalation issues, and novel and emerging regulatory, legal and civic risks facing the company. The team also protects users by mitigating negative engagement on the site and delivers qualitative and quantitative insight into user behavior to shape policy positions and define regulatory priorities. The individual will be required to facilitate the resolution of complex high priority escalations by working cross-functionally across different teams balancing multiple perspectives to help make the best decisions for our community users. This includes developing and executing strategies for new and existing escalation channels, responding to high priority issues, scaling our escalation processes and analyzing data trends and insights for broader solutions. This individual may also be required to plan and coordinate the execution of various projects, identify potential issues, and adapt plans accordingly to stay on track towards successful project completion. They will communicate clearly to various stakeholders and provide key updates and findings on a regular basis on any of the above.

Responsibilities

Serve as an expert on enforcing Meta’s Community standards and policies, including regulatory policies and region specific social media legislation where required
Investigate reported escalations across multiple channels on Meta’s services, disrupt bad actor networks and respond to sensitive global partners inquiries
Apply project management methodologies, techniques, and strategy development to effectively plan, execute and monitor projects and initiatives
Effectively convey results of technical/investigative work and mitigation measures to various audiences including internal leadership and external partners/government agencies
Gather, analyze, and utilize relevant tools, systems, and data to improve Meta’s processes, inform our Policy & Legal positions and define/execute against business goals
Manage ambiguous escalations prioritizing speedy resolution while partnering with cross functional teams
Coordinate with global cross-functional teams including Public Policy, Legal, and Integrity teams to problem solve and develop solutions
This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos, audio and texts, 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. Please note that some holiday/weekend work will be required on a shift basis

Minimum Qualifications

3+ years of experience handling operations, crisis or risk in a technology company or equivalent environment
Knowledge of trust and safety, content integrity, compliance landscape
Experience in multitasking different priorities in a rapidly changing environment
Proven project management or operational experience
Demonstrated communication and collaboration skills
Willingness of working with potentially graphic and objectionable content
Proficiency in data analysis
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

Regulatory Escalations Specialist

Job Description