Facebook Escalations Team Lead, Risk & Response in Dublin, Ireland

Intro:

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. 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 empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Summary:

As a member of the Risk and Response org, you are at the forefront of solving problems for Facebook, enabling the team to move fast through your problem-solving sophistication, analytical savvy, and resourceful thinking. The Partner Escalations team is focused on high-touch escalations and scaled enforcement of Facebook's Community Standards for media partners and related stakeholders. One work stream is focused on content escalations and another is focused on high-touch helpline requests that span a breadth of issues ranging from demonetization to PR fires. The common thread is the focus on a high touch constituent base.

We're looking for a proactive, data-driven team lead to build and develop a team of analysts focused on our core work flows. This lead will also partner with Partnerships, Content Policy, and other relevant Escalations teams to drive solutions for an ever-expanding constituent base ranging from employees to leadership to media partners. We coordinate across these teams to identify and close gaps in content policy, maintain relationships with partner managers to improve the user experience, & investigate escalations related to the content and concerns of partners. We're looking for someone who thrives in ambiguity, remains committed to quality and efficiency in high-pressure situations, and communicates clearly and concisely. (This is a full-time position in Dublin, Ireland)

Required Skills:

  1. Provide mentorship, guidance and career development to a team of analysts

  2. Lead team to quantify parameters and establish processes for data driven insights and workflow changes

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

  4. Partner with cross-functional teams to improve Community Standards enforcement, quality, reporting and tools

  5. Review and investigate reported escalations across multiple channels for Facebook and Instagram users

  6. Respond to escalated user/partner inquiries with high quality, accuracy and speed

  7. Share postmortems, decision making rationale, solutions, general research and best practices with leadership

  8. Synthesize investigative findings through reports and presentations that provide a coherent narrative assessment

  9. Address traumatic, sensitive and potentially offensive or controversial content

Minimum Qualifications:

  1. BA/BS degree or higher

  2. 2+ years of people management experience

  3. Experience scaling a team

  4. Experience in a fast-paced, high demand environment

Preferred Qualifications:

  1. Client management/customer service experience

  2. 3+ years experience doing quantitative analysis (SQL and/or Excel)

  3. Experience facilitating user support communications with top quality service levels

  4. Global management experience

Industry: Internet