Job Description

Every day, people come to Meta\'s family of apps 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. Within Global Response Operations, our Community, Regulatory, & Legal Specialized Enforcement Operations team is focused on reducing bad experiences for people - including users, regulators, business, and advertisers through the enforcement of Meta\'s policies. We collaborate with teams from across Meta to resolve highly sensitive and complex cases. Our team is seeking a proactive, analytical team player who thrives in ambiguity, remains committed to quality and efficiency in high-pressure situations, and communicates clearly and concisely. You will be part of a data-driven analysis culture and will also help scale our operations by optimizing and automating processes, solving problems and, most importantly, helping to prevent them. This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other potential objectionable material. I.e., child exploitation, graphic violence, animal abuse, self-injury and other content which may be considered offensive or disturbing.Escalations Specialist - Community, Regulatory, & Legal Specialized Enforcement ResponsibilitiesInterpret and enforce Meta\'s terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (incl. content that may be graphic and objectionable)Respond to escalated cases from users, regulators, and business/advertiser partners with high quality, accuracy, and speedRemain up-to-date on key workflow changes, operational guidelines, policy updates and Community StandardsCoordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Workforce Strategy, Global Operations and others to problem-solve and develop solutions for a variety of issues and projects for users, regulators, and business/advertiser partnersPartner with cross-functional partners to drive continuous policy, product, and process improvements for users, regulators, and business/advertiser partnersDevelop and design processes to drive efficiency and effectiveness and ensure essential KPIs are metWork with cross-functional partners in Global Operations to manage the support and enablement experience offered via vendor programs, such as driving initiatives to improve vendor workflows, quality assurance and overall process efficiencyRecognize, analyze and disseminate abuse and business intelligence to relevant stakeholders, examples include emerging abuse trends, notifications of spikes in escalation metricsSupport with the review of additional content (incl. content that may be graphic and objectionable), in the unlikely event that the continuity of our business or elements of our business are at riskPlease note that some weekend work will be required on a shift basisMinimum Qualifications2+ Years experience in an online operation, escalations environment or alikeExperience prioritizing and balancing multiple functions, tasks, and requestsExperience working collaboratively with a variety of global cross-functional partners and sharing knowledge within a fast-moving organizationWillingness and experience working some weekends on a shift basisExperience working independently and reliably under pressure timeframes in a fast-paced environmentProactive self-starter with experience working in ambiguityAnalytical-thinking and problem-solving experienceExperience assessing intellectual property policy, graphic, sensitive and potentially offensive or controversial contentAbility to work with graphic and objectionable contentUnderstanding the power of social media for business and our global community and the issues that are inherent to itPreferred QualificationsB.A. or B.S. degreeExperience facilitating user support communications with top quality service levelsExperience gathering and analyzing data to influence business decisions, improve internal systemic efficiencies, and/or understand risk trends in contentExperience in regulatory and/or business and advertiser intelligence programs (suggested, but will need to be assessed against the candidate\'s actual experience)LocationsAbout MetaMeta 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 .

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