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 what we could be doing to best benefit our community. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta. The SEO (Specialized Enforcement Operations) team specifically focuses on high priority, complex or regulatory enforcement demand, where our systems or scaled solutions need specialized support. SEO team is agile, bringing enforcement experience that can be deployed to shifting priorities and emergent situations, requiring local context, language, policy, community or functional expertise. You will work with stakeholders in Operations, Policy, legal, Process and Product teams to review and enforce on content reported for potential abuse, resolve user account issues, improve the overall support experience for Brazil Region, as well as solve enforcement issues across a wide range of Meta markets. The Market Specialist will be part of a data-driven team focused on protecting our communities by enforcing on and will also help scale our operations by optimizing and automating processes, solving challenging problems and, most importantly, helping to prevent them.
ResponsibilitiesWork as part of the Brazil team enforcing on crisis response within the regionWork as part of an On-call Operational structure to enforce on critical content within SEO Markets with a higher focus on BrazilUse a combination of Language and LATAM Market geopolitical knowledge, understanding language nuances and minority communities, to capture signals and insights to enforce and solve for complex risk and operational issues within the regionSupport scoping of scalable solutions to improve the support of our community of users in the LATAM Region and in partnership with other regionsInvestigate and resolve issues that are reported on META products, such as requests for account support and reports of potentially abusive content including but not limited to graphic images, videos and text, offensive or derogatory language, and other objectionable materialSupport enforcement efforts on agnostic content that originates from multiple sources globally, where language expertise is not requiredSupport enforcement efforts identifying integrity risks to our local and regional advertising business and enforce on these risks. Support region wide programs of work supporting peak season buying initiatives, protecting advertisers, businesses and removing friction in the ad delivery processAnalyze key metrics and collaborate with cross-functional teams to improve our processes and toolsBuild subject matter expertise around abuse areas prevalent in the region and work with the team on enforcement efforts to manage and control impactsInvestigate emerging risk across the region and influence cross functional resolution. Provide input and support on policy recommendations using geopolitical as well as operational understanding with XFN partnersThis role may involve exposure to 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, self-injury, animal abuse, and other content which may be considered offensive or disturbing
Minimum QualificationsFluency in Portuguese2+ years of professional experience within an operations environmentExperience communicating with a variety of audiences and stakeholders from the LATAM marketDemonstrated experience working with social media platforms, particularly Facebook and InstagramCan work with graphic and/or objectionable contentExperience working with ambiguity and developing new processes or solutions in response to changing circumstances
Preferred QualificationsTechnical and data skills such as Excel and SQL and experience with visualisation tools such as Tableau to drive efficient analytics and reportingCurrently has, or is in the process of obtaining a Bachelor's degree