The Global Response Operations organization within Global Operations responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses how best to benefit our community. By managing incidents and crises to resolution, the organization drives continuous improvement with our partners across Meta.
The SEO (Specialized Enforcement Operations) team focuses on high-priority, complex, or regulatory enforcement demands, providing specialized support for systems or scaled solutions. The team is flexible and agile, deploying enforcement experience to shifting priorities and dynamic situations, requiring local context, language, policy, community, or functional expertise.
The successful candidate will collaborate with stakeholders in Operations, Policy, Legal, Process, and Product teams to review reported content for potential abuse, resolve user account issues, and improve support experiences for the Sub-Saharan Africa (French and Arabic) and AMET (Africa, Middle East & Turkey) regions. The role involves solving enforcement issues across various Meta markets. As a Market Specialist, you will be part of a data-driven team focused on community protection through enforcement, scaling operations by optimizing and automating processes, solving challenges, and helping prevent issues.
Market Specialist - Sub-Saharan Africa (Chad & Mauritania) Responsibilities:
1. Work within the SEO AMET team to enforce content risk and crisis response in the Sub-Saharan Africa Market for French and Arabic.
2. Participate in an on-call operational structure to enforce critical content within SEO markets, with a focus on Sub-Saharan Africa.
3. Utilize language skills and geopolitical knowledge of the SSA region to identify signals and insights, enforcing and resolving complex risks and operational issues.
4. Support the development of scalable solutions to improve community support in the AMET region, collaborating with other regions.
5. Investigate and resolve issues reported on Meta products, including abusive content, account support requests, and objectionable material.
6. Assist enforcement efforts on content from multiple global sources, where language expertise may not be required.
7. Support enforcement of integrity risks affecting local and regional advertising, including peak season buying initiatives, protecting advertisers and businesses, and reducing friction in ad delivery.
8. Analyze key metrics and work with cross-functional teams to enhance processes and tools.
9. Develop expertise in regional abuse issues and collaborate on enforcement strategies to manage impacts.
10. Investigate emerging risks and influence cross-functional resolutions, providing policy input using geopolitical and operational insights.
11. Coordinate with Meta vendor teams to meet operational KPIs and improve processes and solutions.
12. This role may involve exposure to graphic or objectionable content, including images, videos, and writings that may be disturbing, such as child exploitation, violence, or animal abuse.
Minimum Qualifications:
* Currently pursuing or having completed a Bachelor's degree prior to joining Meta.
* At least 2 years of professional experience in operations or Trust & Safety environments.
* Fluency in French and Arabic, with experience communicating with diverse audiences in SSA markets.
* Strong interpersonal skills and ability to build relationships with partners.
* Experience working with graphic or objectionable content, including review and escalation processes.
* Proven ability to work independently, manage multiple priorities, and adapt to change.
* Technical skills such as Excel, SQL, and visualization tools like Tableau for analytics and reporting.
Preferred Qualifications:
* Proficiency in Wolof or additional AMET languages is preferred, supporting regional operations.
About Meta: Meta builds technologies to connect people, foster communities, and grow businesses. From Facebook to immersive experiences like AR and VR, Meta aims to shape the future of social technology. Compensation varies based on skills, qualifications, experience, and location, and includes benefits. Learn more about Meta's benefits.
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