User and Client Support Analyst
Menlo Park, CA • Full Time
Meta
Data & Analytics
Engineering
Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services 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. To apply, click “Apply to Job” online on this web page.
User and Client Support Analyst Responsibilities
- Develop a deep understanding of abuse and how it affects WhatsApp business products.
- Aim to Protect users and society from harm on WhatsApp while being world-class on user privacy, by providing subject matter expertise, establishing and maintaining efficient operations that yield accurate decisions and feedback to fuel continuous improvements.
- Partner with cross functional teams such as Product, Engineering, Marketing, Policy, Legal and outsourced vendors to scale strategic projects for business integrity problems.
- Core Activities for the job include: Demand Planning & workflow Management by tracking and analyzing key operational and harm metrics to deeply understand the integrity ecosystem and help determine optimization efforts to enforce on bad actors and provide support for good users while ensuring high quality is maintained across integrity workflows.
- Manage regulatory and legal operational requirements for integrity.
- Designing & Implementing Harm prevention strategies by identifying emerging and evolving harms and partnering with engineering and data teams to find patterns of behaviors through user reports and other internal tools.
- Serve as user advocates, understanding end-to-end user journey related to integrity and harm.
- Providing project management support from initial ideation to operational readiness, and final execution for integrity goals.
- Informing and influencing integrity strategy through analysis and user advocacy.
- Providing Integrity Subject Matter Expertise and offering expert insights in handling escalations, investigations, and emerging threats.
Minimum Qualifications
- Requires Bachelor’s degree (or foreign equivalent degree) in Computer Science, Computer Engineering, Electronics Engineering, Business Administration, Information Systems, or related field, and 5 years of progressive, post-baccalaureate experience in the job offered or in a consulting or business analyst-related occupation.
- Requires 5 years of experience in the following:
- 1. Strategic or analytical experience in, project management, or consulting demonstrating ability to research, investigate, analyze trends to influence product strategy
- 2. Background conducting data analysis using SQL and large databases to improve operations quality and provide business insights for demand planning and risk management
- 3. Utilizing SQL or SAS data visualization tools to monitor trends and provide informed recommendations to improve integrity across business platforms
- 4. Program management overseeing large complex problems across a global cross-functional environment and distill into simple and concise communication. This includes roadmap ideation, influencing prioritization, and technical and project-oriented management work
- 5. Supporting consumer facing product launches with product, engineering, marketing, policy and communication teams
- 6. Working with global teams in formal methodology (Six Sigma, Agile, etc) to focus on improving existing products and driving operational efficiencies.
For those who live in or expect to work from California if hired for this position, please click here for additional information.
About Meta
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.
$184,579/year to $191,963/year + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.
Equal Employment Opportunity
Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.
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Equal Employment Opportunity
Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form .