The Business Incident Response (BIR) team is a specialized group that provides rapid and holistic resolution of critical escalations that threaten businesses' and partners' brands, relationships, and revenue streams. The team offers dedicated support to advertisers globally who experience friction on our platforms.By leveraging cross-functional partnerships, the BIR team delivers an immediate and personalized experience for constituents and stakeholders during times of crisis. The team operates off-process and overrides barriers to ensure swift issue resolution, prioritizing resources dynamically to assume ownership over mission-critical incidents.The escalations handled by the BIR team are complex and require experience in areas such as operations, policy, process, and project management. The team comprises best-in-class specialists who leverage their skills to deliver outsized impact.To succeed on the BIR team, candidates should be passionate about social media, real-time crisis management, and working collaboratively in a fast-paced environment. Candidates should be passionate about customer support and working cross-functionally with multiple domains, including policy and process. Candidates will have to navigate ambiguity and have the capacity to make quality decisions while remaining unbiased and open to feedback. Candidates will be communicating relevant content and context to inform and enable internal and external partners, including executive level communication.
ResponsibilitiesReview, investigate and coordinate the end-to-end resolution of executive-level incidents in adherence with the respective process and policy frameworksCommunicate effectively with multiple stakeholders, including external clients, internal partners and the leadership groupServe as the primary communication channel on critical escalationsCooperate with a wide group of cross-functional partners across the business, including those outside of your domain expertise, to coordinate the work and develop long-lasting relationshipsSuccessfully execute assigned tasks and/or project work, ensuring that goals are met within scope and timelinesJoin and/or organize group meetings to effectively discuss, and occasionally present, on many business matters including core work, projects, and strategyPerform root-cause analysis and/or draft post-mortem reports to identify areas of opportunity and issue recommendations to the appropriate audienceDrive innovation by contributing towards resolving problem statements and proposing improvements to existing processesAttend mandatory training and seek knowledge in areas of interest to the businessBe an expert on interpreting and enforcing Meta's policies and use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support Meta and our usersAdopt best practices in order to achieve individual and collective goals
Minimum Qualifications5+ years of experience working in large-scale operations, domains such as online operations, escalations, informational systems, compliance, risk management, policy, legal operations, management consulting or related fieldsDemonstrated understanding of how the broader social media landscape operates in the industryDemonstrated experience thinking strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situationsDemonstrated experience navigating ambiguous situationsExperienced working within fast-paced environments, handling multiple workstreams and maintaining effective communication with all stakeholders, both internal and external
Preferred QualificationsExperience with analytical tools (i.e. Excel, SQL, Tableau) and influencing others leveraging data and analysisFamiliarity with Meta's suite of productsExperience working directly with global, cross-functional teams to solve issues and develop solutionsUnderstanding of the power of social media for businesses and the issues that are inherent to itDegree in Science, Technology, Engineering, and Mathematics (S.T.E.M)