Community Escalations Specialist, Risk and Response

Location pin iconMeta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services like Messenger, Instagram, and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. To apply, click “Apply to Job” online on this web page.Community Escalations Specialist, Risk and Response ResponsibilitiesInterpret and enforce company terms of service, standards, and policies, including the Company Standards, Advertiser and Commerce Policies.Investigate, troubleshoot, and drive the most sensitive and complex escalations of public interest involving regulatory and legal requests to resolution, and communicate to cross-functional partners.Review, investigate and process reported escalations across the product suite and respond to sensitive global partners’ inquiries, including incoming reports of alleged legal rights infringement and escalated user, press and partner inquiries.Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process, provide recommendations for process, policy and product improvements.Leverage data to provide insights about user behavior and to inform business decisions.Track current incoming volumes and trends in order to create forecasting models for operational insights.Handle high pressure escalations and grey areas, and collaborate with cross functional experts, when appropriate, to resolve issues swiftly.Coordinate with global cross-functional teams to problem-solve and develop solutions.Address sensitive content issues.Telecommuting is permitted from anywhere in the U.S.Minimum QualificationsRequires a Bachelor’s degree in International Affairs, Public Affairs, Economics, or a related field and 36 months of work experience in the job offered or in a related occupation. Foreign equivalent accepted. Experience must include 36 months involving the following:Online operations and internal case workDriving high-priority regulatory and legal cases through process of resolutionInterpreting internal account data and signals to effectively detect and understand integrity risksInforming key stakeholders of ongoing risk trends for better risk mitigation strategiesConducting complex investigations dealing with legal, reputational risksManaging an internal Customer Relationship Manager software (CRS) focused on customer managementImplementing quality control procedures in review processesManaging external vendors in Latin AmericaHelping clients obtain social media reviewsLocationsAbout MetaMeta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.$145,145/year to $160,160/year + bonus + equity + benefits Individual pay is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base salary, Meta offers benefits. Learn more about benefits at Meta.Related Job OpeningsMenlo Park, CA + 3 MoreMenlo Park, CAAustin, TX + 2 MoreMenlo Park, CA + 2 MoreLos Angeles, CA + 5 MoreLos Angeles, CA + 4 More