Legal Escalations Specialist

Legal Escalations Specialist
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Every day, people come to Meta's platform to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta’s Global Operations team exists to help them. The Risk Prevention team is responsible for the end to end management of operational workflows designed to identify, reduce and prevent integrity risk for Meta. We are constantly balancing mitigating legal risk with making the world more open and connected, all the while scaling our operations to support Meta's 2 billion users. Our Escalations Specialists within Risk Prevention, will work to improve the overall user escalations experience for Facebook/Instagram community and will be responsible for working cross-functionally across different internal and external teams to help us intelligently scale our escalations function. You will be part of a team that will communicate clearly to various stakeholders and provide key updates and findings as high priority escalations unfold. You will be working with legal teams to effectively anticipate and mitigate risk for operational work. We are seeking a team-oriented strategic thinker and problem solver who can optimise processes, go deep on investigations, thrives in ambiguity, communicates clearly and concisely, solve challenging problems and most importantly, help prevent them in future. This position is full time and is based in our Singapore office. Please note that some non-traditional and/or flexible work hours will be required, including weekends.
Legal Escalations Specialist Responsibilities
  • Be an expert on enforcing Facebook/Instagram Community standards and policies including some basic compliance policies
  • Investigate reported escalations across multiple channels on Facebook/Instagram and respond to sensitive global partners inquiries
  • 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 pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
  • The role will require tight coordination with global cross-functional teams including Public Policy, Legal, Public Policy, Community 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
  • Potentially address traumatic, sensitive and potentially offensive content
  • Please note that some weekend work will be required on a shift basis
Minimum Qualifications
  • 3+ years of experience in an online operations, legal operations, project management or online escalations environment
  • Broad understanding of Facebook Community Standards
  • Demonstrated analytical-thinking and problem-solving experience
  • Experience managing projects and coordination with a variety of global cross-functional partners
  • Experience communicating with a variety of audiences
Preferred Qualifications
  • Understanding of Facebook's operational guidelines and knowledge of Facebooks' suite of products
  • Demonstrated experience in quality assurance and compliance frameworks and methodology
  • Demonstrated experience influencing across functional boundaries and globally
  • Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
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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