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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.
High Priority Escalations Manager Responsibilities
- Provide mentorship, guidance and career development to a team of escalation specialists and risk managers
- 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
- Work closely with peers across the globe to enhance escalation management and develop sound operational processes
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
- 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
- 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
- Collaborate closely with partner GRO teams to bring the operating model to life
- 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
- 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
- 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
- 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
- 5+ years of people management experience with proven track record of attracting, scaling and developing high performing and highly engaged teams
- Strategic thinker with proven track record of transforming operations to provide customer experience through innovation and continuous improvement
- Demonstrated experience building relationships and influencing across functional boundaries and/or globally
- Demonstrated experience making judgments under deadlines and pressure
Preferred Qualifications
- Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal or equivalent
- Experience managing remotely
Locations
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.
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 support, please reach out to accommodations-ext@fb.com.
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Meta is proud to be an Equal Employment Opportunity and Affirmative Action 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. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.
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, you may contact us at accommodations-ext@fb.com.
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