Business Integrity Escalations Manager, Risk & Response

Business Integrity Escalations Manager, Risk & Response
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Every day, people come to Facebook to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Facebook’s Global Operations team exists to help them. The Response Escalations Teams coordinates across different internal and external teams to help intelligently manage emerging risks and scale enforcement against Facebook's Policies. Our team focuses on managing highly sensitive and urgent problem areas and risks with calm and focus, identifying areas for improvement, optimizing processes, and most importantly, helping to prevent these risks in the future. The Business Integrity Escalations team within Response is responsible for mitigating risks relating to issues involving enforcement of our Ad Policies. The team is at the forefront of managing crises, global 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 and business integrity on Facebook and Instagram. As the Escalations Manager, you will be responsible for managing a high-performing team, providing direction and mentorship, ensuring that we build a deep understanding of issues impacting our advertiser community. You will devise goals, work to improve the overall user escalations experience for the Facebook/Instagram community, deliver projects and implement solutions to meet community needs, while working with partners within various cross-functional teams to drive priorities. You’ll also initiate and navigate multiple, complex moving parts (people and processes) across Facebook to drive projects and programs forward. You will define options and frame issues around a decision for leadership, while bringing teams together with clear plans to mitigate risk outcomes across the organization and in cross-functional settings. You’ll contribute to building community within our channels and help to make other people on the team successful.
Business Integrity Escalations Manager, Risk & Response Responsibilities
  • Provide mentorship, guidance and career development to a team of escalation specialists
  • Enable a high-performing team to achieve goals as they provide superb 1:1 support, enabling deeper and more scalable solutions whilst developing strategies for executing, measuring progress and sharing results
  • Work closely with peer managers across the globe to enhance escalation management and develop sound operational processes
  • Deliver projects involving quantitative analysis, industry research, and strategy development
  • 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 PR/Communications, Public Policy, Legal and others to problem solve and develop solutions
  • Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions
Minimum Qualifications
  • 10+ years of experience working in large-scale operations, domains such as online operations, escalations, informational systems, compliance, risk management, policy, legal operations or management consulting
  • 3+ years of people management experience
  • Communication: Demonstrated experience influencing across functional boundaries and/or globally
  • Analytical and problem-solving experience
  • Advanced experience with agile operations
Preferred Qualifications
  • 7+ years of people management experience
  • Experience managing people managers in a global capacity
  • Experience with analytical tools (like Excel, SQL, or R)
  • BA/BS degree
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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