Business Integrity Escalations Manager, Risk & Response

Company: Facebook
Location: Austin
Posted on: April 8, 2021

Job Description:

Intro: Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started. Summary: 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. Facebooks 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. Youll 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. Youll contribute to building community within our channels and help to make other people on the team successful. Required Skills: --- 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: --- 5+ 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 Industry: Internet Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

Keywords: Facebook, Austin , Business Integrity Escalations Manager, Risk & Response, Executive , Austin, Texas