Vacancy expired!
Summary: 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 Meta 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 Meta to drive our business forward by representing 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 Meta’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 Meta 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.Required Skills: Program Manager, Escalations Management Responsibilities:Review, investigate and process reported escalations across the Meta/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)
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
Deal 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 Meta
Minimum Qualifications: Minimum Qualifications:7+ years of experience in online operations, analyst, project management, consulting, online escalations environment or alike
Experience driving high-priority cases through process of resolution
Experience influencing different stakeholders, including senior stakeholders
Experience shifting priorities quickly, while maintaining a high degree of organization and control
Experience solving ambiguous problems using data and analytical skills to provide practical business insights
Experience in project management and managing strategic projects with cross-functional teams
Experience driving process improvements & cost optimizations
Preferred Qualifications: Preferred Qualifications:Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
Experience with how the broader social media landscape is changing
Experience with Meta's operational guidelines and knowledge of Meta's suite of products
Industry: InternetEqual 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.
Vacancy expired!