High Priority Escalations Manager
2 weeks ago
Location field must contain 'city, state' or a zip code to perform a radius search (e.g., Denver, CO or City and state must be separated by a comma followed by a space (e.g., Houston, TX )
Meta High Priority Escalations Manager in Dublin , IrelandSummary:
The High Priority Escalations Team is part of Global Response Operations whose mission is to advocate for and protect every person, community, and business from risk. We do this by identifying, preventing and mitigating integrity and support risks across the Meta ecosystem, particularly during critical moments.The High Priority Escalations Team focuses on strategically investigating, enforcing and coordinating response for the most important issues on Meta's Family of Apps. The team designs and implements immediate and mid-term mitigation plans to implement Meta policies and leverage deep operational expertise. We operate on a follow the sun, 24/7 model to ensure global coverage for the most urgent, ambiguous, and severe issues manifesting on platform.
Required Skills:
High Priority Escalations Manager Responsibilities:
Provide mentorship, guidance and career development to a team of escalation specialists and risk managers
Lead and enable a high-performing team to deliver on goals as they provide superb 1:1 support, enabling deeper problem solving and more efficient solutions
Work closely with peers across the globe to enhance escalation management and develop sound operational processes
Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
Coordinate with global cross-functional teams including Leadership, Strategic and Global Response, PR/Communications, Content Policy, Product, Sales, Public Policy, Legal, Quality and others to problem solve and develop solutions
Address sensitive content issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial and graphic material
Collaborate closely with partner GRO teams to bring the operating model to life
Advocate for users, partnering with global and cross-functional teams to develop holistic solutions across all surfaces and platforms, on integrity and support issues, and in paid and organic content
Address sensitive content issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial and graphic material
Team provides 24/7 support across the world with offices in North America, Europe and Asia. All ICs are required to do some, periodic weekend on-call shifts and occasional work outside normal business hours, which occasionally requires manager support
Minimum Qualifications:
Minimum Qualifications:
10+ years of experience working civic/public service or domains such as trust and safety, intelligence and investigations, advertiser and customer support, online operations, escalations, risk management, policy, legal operations or management consulting
5+ years of people management experience with proven track record of attracting, scaling and developing high performing and highly engaged teams
Strategic thinker with proven track record of transforming operations to provide customer experience through innovation and continuous improvement
Demonstrated experience building relationships and influencing across functional boundaries and/or globally
Demonstrated experience making judgments under deadlines and pressure
Preferred Qualifications:
Preferred Qualifications:
Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal or equivalent
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