May 23 2022

How the Market Operations team keeps communities safe

By Meta Careers
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“People on the market operations team come from all walks of life. We all have different backgrounds, strengths and interests, but we’re united by a shared passion for protecting our communities and ensuring people feel safe online,” says Shannon T., a manager for the global operations markets team at Meta. Shannon’s team focuses on creating a safe and supportive experience for people using Meta’s products and services.
Narin G., a market specialist for the India market, says it’s the scale and impact Meta has that fuels her interest. “I worked in international relations in the public sector for eight years, and I was ready for a change,” she explains. “There is so much happening online that is informing and impacting the world, and Meta is at the forefront of it. I knew there was great potential to make a meaningful impact, and I wanted to be a part of it.”

The eyes and ears of APAC

The market operations team, which falls under Global Operations, focuses on preventing and managing localized risks to maintain the safety of communities on Facebook and Instagram. “We work on a variety of high-risk events, ranging from regional elections and new regulations to protests,” Shannon shares. “In my role, I manage a team of regional specialists in APAC who drive the risk mitigation behind these events.” This includes identifying harmful content or misinformation that could incite violence, connecting with people on-the-ground to better understand risks and developing strategies to mitigate them.
Narin sitting in a red chair indoors at the Meta office in Singapore.
After eight years working in international relations in the public sector, Narin saw great potential to make a meaningful impact for people at Meta.
“Billions of people across the globe use our platforms as means for information and to share ideas and opinions. It's our job to ensure that they can do so freely.”
The team works cross-functionally with external partners and internal teams. “We partner with public policy and law enforcement teams who offer insight into what’s happening on the ground, and we provide intel on what’s happening on our platforms. This allows us to identify gaps in relation to the issue—whether that’s policy gaps, process gaps, or product gaps—and work quickly to resolve them,” Shannon explains. “Internally, our process teams cover community standards, ranging from hate speech and bullying to abuse and misinformation. Depending on which area we’re tackling, we'll work with a specific team to scope out the problem and identify the steps we can take to close the gap.”

Solving unique challenges with teamwork

Both Shannon and Narin note that two of the most defining aspects of the culture on the market operations team are trust and teamwork. “In this role, we each work on projects that have massive impact,” Shannon explains. “Close collaboration is at the heart of our supportive, empathetic culture. It means a lot for team members to know their teammates have their back when they’re dealing with a tough issue. No one ever has to navigate an issue alone.”
Shannon seated in an orange chair indoors at the Meta office in Singapore.
Keeping people safe online is one of Shannon’s greatest motivators in her role as a manager on the global operations markets team.
“We bring people from different backgrounds together to foster diversity of thought. This empowers us to address and solve complex challenges, some of which we’re seeing for the first time. The ability to effectively collaborate with people who have different work styles and personalities is incredibly valuable to our team.”
For Narin, the ability to carve a unique path within the team is something she deeply appreciates as an individual contributor. “There’s quite a bit of flexibility in choosing which projects you want to work on based on your interests, and in what capacity you would like to work on them,” she says. Team members are empowered to lead projects and leverage support as needed. “We each specialize in different areas, and we work together to best utilize our expertise and develop solutions. It’s exciting work because no two days look the same, and no two market specialists across any team have the same job. We’re all working on unique challenges within our regions.”

Endless opportunities for learning and career growth

Beyond the flexibility to choose projects, team members also have complete control over their career growth. After a year at the company, Shannon decided she wanted to take on a manager role. “While Meta offers a variety of formal and informal resources to support career development, the most valuable resource during my transition was our internal community,” she says. “We have access to dedicated spaces for finding mentors and connecting with others from across the company. These connections help people in any role and at any level talk through challenges and get the support they need.”
“Managers here serve as strong supporters who foster growth, and I experienced this first-hand in every role I’ve held. I decided I wanted to support my team members the way my managers supported me.”
“One of the things that surprised me when I first joined Meta was the freedom I was given to grow into my role,” Narin adds. “I initially thought someone would give me hands-on training about how to do things. But as market specialists, we’re trusted as the experts of a specific region from day one. We’re required to be able to read, write and understand the language of the region. We’re also expected to bring contextual understanding of the area to represent the community. As a result, a lot of our development and learning happens by experience. It was a huge learning curve for me, but one that helped me build my confidence and find my voice.”
Regardless of the role, everyone in market operations plays a heavy hand in solving extraordinary challenges that have a real impact on the day-to-day lives of people across the globe. Narin’s advice for new team members? “Come with the best intentions and a firm belief in your goal to do good for the community.”

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