Facebook Escalations Investigations Specialist, Community Operations in Austin, Texas

Intro:

Facebook's mission is to give people the power to share, and make the world more open and connected. Through our growing family of apps and services, we're building a different kind of company that helps billions of people around the world connect and share what matters most to them. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to make the world more open and accessible. Connecting the world takes every one of us—and we're just getting started.

Summary:

The Community Operations Escalations Team coordinates across different internal and external teams to help intelligently scale enforcement and application of Facebook's Community Standards. We are looking for a full-time Escalations Investigations Specialist to help us identify areas for improvement for Community Support and relevant support teams, solve challenging problems, and most importantly, help to prevent them in future. This is an exciting opportunity to help drive impact and strengthen user trust on Facebook and Instagram.

We are seeking a team-oriented problem solver who loves investigating problems, identifying root causes, and rallying people to drive change across a global organization. You work well in high pressure situations, are comfortable with both tools/system and policy, and have excellent communication skills.

This position is full time and is based in either our Menlo Park, CA or Austin, TX office.

Required Skills:

  1. Use quantitative & qualitative research methods to perform post-hoc root cause analyses on designated high priority escalations

  2. Create and present postmortems that adapt to various audiences (leadership, PR, external partners, etc.) so that we have a unified message and an understanding of events and root causes

  3. Identify and recommend improvements to policies, processes, systems, and products that mitigates risk to the company

  4. Design and execute stress tests of Community Operation policies, processes, and systems, as necessary, to proactively identify weak links and mitigate risk

  5. Document facts/policies/processes/cases/etc. to preserve long-term organizational memory and facilitate evidence-based practices to help drive change

  6. Support the Global Escalations team on its Quality initiatives, create data-driven insights on escalation trends, and maintain feedback loops for Community Support to leverage these trends to mitigate risk

  7. Multi-task, prioritize and pivot to other responsibilities as the role, and real world events, evolve

  8. Remain up to date on key workflow changes, operational guidelines, policy updates, and Community Standards

  9. Please note that some weekend and holiday work will be required

Minimum Qualifications:

  1. Ability to communicate to a variety of audiences, particularly senior level executives

  2. Documentation skills

  3. Ability to drive high priority and ambiguous cases through defined process to resolution

  4. Can remain calm when dealing with high-pressure escalations, grey areas and ambiguity

Preferred Qualifications:

  1. Ability to work with traumatic, sensitive and potentially offensive content

  2. Ability to use and learn tools like SQL and Excel to drive analytics and reporting

  3. Conflict management and negotiation skills

  4. Demonstrated experience influencing across functional boundaries and/or globally

  5. Understanding of Facebook community standards and policies

  6. Understanding of Community Operations support systems and proprietary tools

Industry: Internet

Equal Opportunity: As part of our dedication to the diversity of our workforce, Facebook is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com or you may call us at 1+650-308-7837.