Business Incident Response Specialist

5 days ago

Dublin, Dublin City, Ireland Meta Full time

The Business Incident Response (BIR) team is a specialized group that provides rapid and holistic resolution of critical escalations that threaten businesses' and partners' brands, relationships, and revenue streams. The team offers dedicated support to advertisers globally who experience friction on our platforms. By leveraging cross-functional partnerships, the BIR team delivers an immediate and personalized experience for constituents and stakeholders during times of crisis. The team operates off-process and overrides barriers to ensure swift issue resolution, prioritizing resources dynamically to assume ownership over mission-critical incidents. The escalations handled by the BIR team are complex and require experience in areas such as operations, policy, process, and project management. The team comprises best-in-class specialists who leverage their skills to deliver outsized impact.

To succeed on the BIR team, you must be passionate about social media, real-time crisis management, and working collaboratively in a fast-paced environment. You should have a high level of interest in customer support and working cross-functionally with multiple domains. You must demonstrate experience working with ambiguity and have the capacity to make quality decisions while remaining open-minded and flexible to feedback. You should be at ease in communicating relevant content and context to inform and enable internal and external partners, including executive level communication.

Successful candidates for this team are curious, resourceful, adaptable, influential, have a bias toward action, are comfortable with taking intelligent risks, and capable of establishing a collaborative network with partners across multiple domains. They have a proven track record of adjusting to dynamic environments while handling multiple workstreams and maintaining effective communication with all stakeholders, both internal and external.

Business Incident Response Specialist Responsibilities
  1. Review, investigate, and coordinate end-to-end resolution of high risk escalations, adhering to process and policy frameworks.
  2. Communicate effectively with stakeholders, including external clients, internal partners, and leadership, serving as primary communication channel on critical escalations.
  3. Cooperate with cross-functional partners across the business to coordinate work, develop relationships, and execute assigned tasks within scope and timelines.
  4. Perform root-cause analysis, draft post-mortem reports, and drive innovation by proposing improvements to existing processes.
  5. Adopt best practices, provide team 'oncall' coverage (including weekend/holiday) on a rotational basis, and stay up-to-date with mandatory training and knowledge in areas of interest to the business.
Minimum Qualifications
  1. 2+ years of experience working in large-scale operations, domains such as online operations, escalations, informational systems, compliance, risk management, policy, legal operations or management consulting.
  2. Demonstrated experience thinking strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations.
  3. Demonstrated experience in critical thinking, identifying gaps and opportunities for improvement in solutions, processes, and work streams.
  4. Solid understanding of how the broader social media landscape operates in the industry.
  5. Demonstrated track record of crafting clear and concise messages, reports & documents for a broad range of stakeholders.
Preferred Qualifications
  1. B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science.
  2. Experience working directly with global, cross-functional teams to solve issues and develop solutions.
  3. Experience influencing others leveraging data, analysis and visualisation.
  4. Experience with analytical tools (i.e. Excel, SQL, Tableau).
  5. Familiarity with Facebook's suite of products.
  6. Proficiency in French is preferred (but not required), as the role might require communications with stakeholders in French.
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