Business Incident Response Specialist

Every day, people come to Meta's family of apps to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta’s Global Operations team exists to help them. Within Global Response Operations, our Business Incident Response team is responsible for managing end-to-end resolution of potential incidents that could impact key clients and crises that could impact the community. In addition, the team serves an Account Manager for many of our top 200 advertisers on the platform. The incidents that the team works on often threatens Meta’s brand, revenue, and critical relationships.

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 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 expertise 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 great interest in customer support and working cross-functionally with multiple domains, including policy and process. You must be comfortable with ambiguity 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 in 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

• Review, investigate and coordinate the end-to-end resolution of executive-level incidents in adherence with the respective process and policy frameworks.
• Communicate effectively with multiple stakeholders, including external clients, internal partners and the leadership group.
• Serve as the primary communication channel on critical escalations.
• Cooperate with a diverse group of cross-functional partners across the business, including those outside of your domain expertise, to coordinate the work and develop long-lasting relationships.
• Successfully execute assigned tasks and/or project work, ensuring that goals are met within scope and timelines.
• Join and/or organize group meetings to effectively discuss, and occasionally present, on many business matters including core work, projects, and strategy.
• Perform root-cause analysis and/or draft post-mortem reports to identify areas of opportunity and issue recommendations to the appropriate audience.
• Drive innovation by contributing towards resolving problem statements and proposing improvements to existing processes.
• Attend mandatory training and seek knowledge in areas of interest to the business.
• Be an expert on interpreting and enforcing Meta's policies and use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support Meta and our users.
• Adopt best practices in order to achieve individual and collective goals.

Minimum Qualifications

• Good understanding of how the broader social media landscape operates in the industry.
• 5+ 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.
• Demonstrated experience thinking strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations.
• Demonstrated experience managing and delivering projects.
• Proficiency in Chinese Mandarin (preferably business fluent)

Preferred Qualifications

• Experience with analytical tools (i.e. Excel, SQL, Tableau).
• Understanding of the power of social media for businesses and the issues that are inherent to it.
• Experience influencing others leveraging data, analysis and vision.
• Experience working directly with global, cross-functional teams to solve issues and develop solutions.
• Familiarity with Meta's suite of products.
• B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science.

About Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.


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