The Global Response team 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. We develop solutions to user issues, protect users by decreasing negative engagement on the site and deliver qualitative and quantitative insight into user behavior. Our BSEO Specialists are responsible for managing escalations surrounding Facebook’s policies and procedures, complex global legal issues and the landscape of free expression on the Internet. We seek to mitigate risks relating to issues involving enforcement of our Community Standards, Advertiser & Commerce Policies and other regulatory spaces. The team is at the forefront of managing crises, elections, and other unknown or fringe issues that occur on our platforms. This is an exciting opportunity to help drive impact and strengthen user trust on Facebook and Instagram. We are seeking team-oriented problem solvers who can build relationships and thrive in ambiguity. You work well in results oriented situations, quickly implement solutions, and activate partners and subject matter experts as needed. You communicate clearly to various stakeholders, and provide key updates and findings as high-priority escalations unfold.

Responsibilities

Interpret and enforce Facebook/Instagram terms of service (either our Community Standards, Advertiser & Commerce Policies and Regulations)
Review, investigate and process reported escalations across the Facebook/Instagram product suite and respond to global partners inquiries (this includes incoming reports of alleged legal rights infringement, escalated user, press and partner inquiries, etc.)
Proactively investigate, troubleshoot, and drive our most complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process
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
Deal with escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly
Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions
Remain up-to-date on key workflow changes, operational guidelines, policy updates and enforcement standards
Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
Please note that weekend work may be required on occasion
Address sensitive content issues, including but not limited to graphic images, videos, offensive or derogatory language, and other objectionable material as needed

Minimum Qualifications

3+ years of experience in an online operations, analyst, project management, consulting, online escalations environment or alike
Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
Demonstrated experience managing and delivering projects
Demonstrated experience thinking strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations

Preferred Qualifications

Understanding of how the broader social media landscape is changing
Understanding of Meta's operational guidelines and knowledge of Meta' suite of products
B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science

Business Specialized Enforcement Ops (B-SEO) Specialist

Job Description