Overview
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. As the operational arm of Meta’s work in Trust and Safety, the Specialized Enforcement Operations (SEO) team is committed to tackling high-priority, complex, or regulatory enforcement challenges that necessitate specialized operational support, including local knowledge, policy comprehension, and culture and language insights, beyond what our standard systems or scaled solutions can provide. 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 India and South Asia 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. This position is full-time and based in our Dublin office.
Responsibilities
1. Work as part of the SEO India team, enforcing on paid and organic (non-paid/user) content during a crisis response within the South Asia Region while specifically representing the India Bengali Market
2. Work as part of an on-call Operational structure to enforce on critical content, particularly in response to government, regulatory and Trusted Partner escalations, within the SEO Markets with a higher focus on India
3. Draw upon linguistic and cultural expertise in India's Bengali Market, to identify crucial risk signals and gain valuable content insights that can help address complex operational and risk-related issues present in both advertisements and user-generated content across the region
4. Use a combination of market knowledge and operational expertise to support new policy and product initiatives/launches in India Bengali Market and the broader South Asia Region
5. Contribute to the development of scalable operational solutions aimed at improving user community support within the India Bengali market, while working collaboratively with other regions
6. Investigate and address issues reported on Meta products including account support requests and reports of abusive content such as graphic media, offensive language, and other objectionable materials
7. Support enforcement efforts on agnostic and paid content that originates from multiple sources globally, where language expertise is not required
8. Support enforcement efforts addressing advertiser friction and integrity risks to our users, local and regional advertising businesses during risk events
9. Assess top-line operational metrics and partner with internal cross-functional teams to improve our processes and tools
10. Liaise closely with our Meta vendor teams to ensure all operational KPIs meet and exceed targets
11. Build subject matter expertise in a key area of integrity concern or theme, and support this by developing strategies and outlining and implementing comprehensive enforcement solutions
12. This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos, audio and text, 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 Qualifications
1. Bachelor's degree or equivalent
2. 1+ years of professional experience within an operations or related environment
3. Fluency in Indian Bengali is necessary to support operations and communication with a variety of audiences and stakeholders in the language
4. Demonstrated strategic individual with analytical and problem-solving skills
5. Demonstrated experience building relationships with internal and external partners
6. Can work with graphic and/or objectionable content
7. Experience working with ambiguity and developing new processes or solutions in response to changing circumstances
8. Experience with working independently and managing multiple priorities in a fast-paced environment
Preferred Qualifications
1. Technical and data skills such as Excel and SQL and experience with visualisation tools such as Tableau to drive efficient analytics and reporting
2. Language proficiency in Hindi or any other additional Indian Languages is preferred as you will be supporting operations for the South Asia region
3. Analytical, project management, and problem-solving skills, with an interest in innovation and technology
Industry: Internet
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