Facebook Escalations Analyst, Media Operations in Menlo Park, California

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.

The Media Operations team develops solutions for public figures on Facebook by creating scaled systems to address the issues impacting their experiences with the suite of Facebook products, and packaging these insights for the rest of the company. We are seeking an individual who is passionate about leveraging data to improve the experience of our partners who generate content might conflict with Community standards and policies, and to drive increased efficiency within the team. This is someone who can tell a story with data to inform the evolution of products, policies, and support channels we need to help Media Partners connect with their audiences. This is a full-time position located in Menlo Park, California.

Required Skills:

  1. Apply your expertise in quantitative analysis, data mining, and the presentation of data to see beyond the numbers and understand Media Partners experience on the Facebook platform

  2. Investigate reported escalations across multiple channels on Facebook/Instagram and respond to partner inquiries

  3. Implement best-in-class escalations processes and practices for maintaining and exceeding productivity and quality service level agreements

  4. Take action on reported content, and remain up to date on key workflow changes, policy updates and operational guidelines

  5. Root cause all escalated service requests and collaborate with the cross functional teams to drive continuous improvement to process, policy, product or quality in the interest of improving site and partner experience

  6. Implement effective countermeasures to eliminate bad experiences based on these identified patterns

  7. Interpret and enforce Facebook Community standards and policies, including some basic compliance policies for non US content

  8. Track and analyze escalation performance metrics, SLAs, and understand root causes

  9. Partner with Data Science, Product, Engineering and Operations teams to solve problems at scale

Minimum Qualifications:

  1. BA/BS degree or higher

  2. 2+ years doing quantitative analysis

  3. Experience providing user support experiences

  4. Experience with Hadoop/Hive, SQL, and Excel to analysis and reporting of trends

  5. Ability and experience working independently and a track record of taking initiative

  6. Ability to analyze data to tell a story and make recommendations

  7. Demonstrated ability to think strategically about complex issues, leading to thoughtful recommendations and action plans

  8. Ability to work cross-functionally with all levels of management, both internally and externally

Preferred Qualifications:

  1. Experience in media or financial sectors

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.