Critical Issue Manager

6 days ago

Dublin, Dublin City, Ireland Meta Full time

Job Summary

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The Business Incident Response team is a highly specialized group that delivers rapid and holistic resolution of critical escalations threatening businesses' and partners' brands, relationships, and revenue streams.

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We provide dedicated support to advertisers globally who experience friction on our platforms.

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By leveraging cross-functional partnerships, the BIR team delivers an immediate and personalized experience for constituents and stakeholders during times of crisis.

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The team operates off-process and overrides barriers to ensure swift issue resolution, prioritizing resources dynamically to assume ownership over mission-critical incidents.

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The escalations handled by the BIR team are complex and require experience in areas such as operations, policy, process, and project management.

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The team comprises best-in-class specialists who leverage their skills to deliver outsized impact.

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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.

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You should have a high level of interest in customer support and working cross-functionally with multiple domains.

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You must demonstrate experience working with ambiguity and have the capacity to make quality decisions while remaining open-minded and flexible to feedback.

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You should be at ease in communicating relevant content and context to inform and enable internal and external partners, including executive-level communication.

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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.

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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.

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Responsibilities

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  • Review, investigate, and coordinate end-to-end resolution of high-risk escalations, adhering to process and policy frameworks.\
  • Communicate effectively with stakeholders, including external clients, internal partners, and leadership, serving as primary communication channel on critical escalations.\
  • Cooperate with cross-functional partners across the business to coordinate work, develop relationships, and execute assigned tasks within scope and timelines.\
  • Perform root-cause analysis, draft post-mortem reports, and drive innovation by proposing improvements to existing processes.\
  • Adept 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.

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