Military Spouse Connection Jobs

Summary:

The High Priority Escalations Team is part of Global Response Operations whose mission is to advocate for and protect every person, community, and business from risk. We do this by identifying, preventing and mitigating integrity and support risks across the Meta ecosystem, particularly during critical moments.The High Priority Escalations Team focuses on strategically investigating, enforcing and coordinating response for the most important issues on Meta’s Family of Apps. The team designs and implements immediate and mid-term mitigation plans to implement Meta policies and leverage deep operational expertise. We operate on a follow the sun, 24/7 model to ensure global coverage for the most urgent, ambiguous, and severe issues manifesting on platform.

Required Skills:

High Priority Escalations Manager Responsibilities:

1. Provide mentorship, guidance and career development to a team of escalation specialists and risk managers

2. Lead and enable a high-performing team to deliver on goals as they provide superb 1:1 support, enabling deeper problem solving and more efficient solutions

3. Work closely with peers across the globe to enhance escalation management and develop sound operational processes

4. Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes

5. Coordinate with global cross-functional teams including Leadership, Strategic and Global Response, PR/Communications, Content Policy, Product, Sales, Public Policy, Legal, Quality and others to problem solve and develop solutions

6. Address sensitive content issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial and graphic material

7. Collaborate closely with partner GRO teams to bring the operating model to life

8. Advocate for users, partnering with global and cross-functional teams to develop holistic solutions across all surfaces and platforms, on integrity and support issues, and in paid and organic content

9. Address sensitive content issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial and graphic material

10. Team provides 24/7 support across the world with offices in North America, Europe and Asia. All ICs are required to do some, periodic weekend on-call shifts and occasional work outside normal business hours, which occasionally requires manager support

Minimum Qualifications:

Minimum Qualifications:

11. 10+ years of experience working civic/public service or domains such as trust and safety, intelligence and investigations, advertiser and customer support, online operations, escalations, risk management, policy, legal operations or management consulting

12. 5+ years of people management experience with proven track record of attracting, scaling and developing high performing and highly engaged teams

13. Strategic thinker with proven track record of transforming operations to provide customer experience through innovation and continuous improvement

14. Demonstrated experience building relationships and influencing across functional boundaries and/or globally

15. Demonstrated experience making judgments under deadlines and pressure

Preferred Qualifications:

Preferred Qualifications:

16. Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal or equivalent

17. Experience managing remotely

Industry: Internet