Job Responsibilities
- Review and investigate high priority escalations across family of apps and respond to sensitive inquiries.
- Review, investigate and process reported escalations across the Facebook/Instagram product suite and respond to sensitive global partners inquiries
- Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process.
- Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material including graphic videos or images.
- Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements.
- Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions.
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes.
Minimum Qualifications
- B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science
- Min 5-7 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike
- Experience with analytical tools (like Excel or SQL) to drive analytics and reporting.
- Demonstrated analytical-thinking and problem-solving experience.
- Experience driving high-priority cases through process of resolution.
- Experience managing projects and coordination with a variety of global cross-functional partners.
- Should have good communication and stakeholder management skills
If you are keen on this exciting opportunity, kindly 'Apply Now'.
*Referrals are greatly appreciated*
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Morgan McKinley Pte Ltd
Ramitha Ravindran
EA License No: 11C5502
EA Registration No. R1765539