Vendor Operations Program Manager - PSO Escalations Management, APAC

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Vendor Operations Program Manager - PSO Escalations Management, APAC
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Product and Service Operations’ (PSO) mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. PSO teams are involved throughout the lifecycle of product development and service delivery to ensure that our customers have a seamless experience on our platform. This team is passionate about fostering the growth of communities, businesses, and advertisers on Facebook by ensuring they have the tools needed to succeed. We embrace a culture of innovation, ownership and accountability and are uniquely positioned at the intersection of product and service. This allows us to partner with teams across Facebook to drive our business forward by representing the voice of the community to improve their experience, implementing in-product solutions, enhancing customer support operations, combining quantitative with qualitative signals to drive product launches, focusing on data management and scaling measurement outcomes. The PSO team is seeking a Program Manager, Escalations Management who will be responsible for managing escalations entailing complex issues around Facebook’s, product, policies and procedures. 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 high-pressure 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 and provide root cause analysis and influence upstream/downstream fixes This position is full-time and located in our Singapore office.
Vendor Operations Program Manager - PSO Escalations Management, APAC Responsibilities
  • Review, investigate and process reported escalations across the Facebook/Instagram product suite and respond to sensitive global partners inquiries (this includes incoming reports of alleged blocked accounts, policy enforcements, legal rights infringement, escalated user etc.)
  • Proactively investigate, troubleshoot, and drive our most sensitive and 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
  • Be comfortable dealing with high pressure 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
  • Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material as needed
  • Work cross-functionally with sales, marketing, policy and product teams within Facebook
  • Become an expert in Facebook’s business products and solutions to enable all the above
Minimum Qualifications
  • 10+ years of experience in an online operations, analyst, project management, consulting, online escalations environment or alike
  • Experience driving high-priority cases through process of resolution
  • Experience communicating with a variety of audiences, especially with senior stakeholders
  • Excellent communicator with strong influencing skills across different stakeholders
  • Ability to shift priorities quickly, while maintaining a high degree of organization and control
  • Strong analytical skills and data orientation with experience in solving ambiguous problems using data and providing practical business insights
  • Experience in project management and managing strategic projects with cross-functional teams
  • Track record of driving process improvements & cost optimizations
Preferred Qualifications
  • Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
  • Understanding of how the broader social media landscape is changing
  • Understanding of Facebook's operational guidelines and knowledge of Facebooks' suite of products
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.
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