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 client's ecosystem, particularly during critical moments.
The High Priority Escalations Team focuses on strategically investigating, enforcing and coordinating
response for the most important issues on our client's Family of Apps. The Team designs and implements
immediate and mid-term mitigation plans to implement our client's policies and leverage operational expertise.
We respond to real-time crises, identify and evaluate emerging risks, conduct risk-related investigations
and assess what we could be doing to best benefit our communities. The team is responsible for
understanding, communicating and mitigating new, emerging and highly ambiguous operational risks. The
team has deep understanding of our client's systems across tools, products, policies, processes, which allows us
to design and deploy a diverse set of short-term and systemic mitigation strategies to accurately respond
to risk across platforms, domains, policy and regions, in close collaboration with XFN. The team is at the
forefront of managing crises, elections, and other unknown or fringe issues that occur on our platforms.
This is an exciting opportunity to help drive impact and strengthen user trust on our client's's family of apps.
Responsibilities
Review and investigate high priority escalations across our client's family of apps and respond to sensitive
inquiries
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
Interpret and enforce our client's's terms of service (including but not limited to Community Standards,
Advertiser & Commerce Policies and Product specific guidelines)
Be comfortable using various internal tools for escalations management and ensure tooling gaps are
surfaced appropriately
Adapt to changing requirements and scope on escalations and prioritize requests effectively
Solve problems on our client's's family of apps and propose creative solutions in high pressure escalations,
ambiguous scenarios and work with a sense of urgency
Showcase grace under pressure and ensure effective and timely communication with multiple internal
stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering
Work in a 24/7 Global team which requires on call shifts including rotational weekends and after-hours
work
Understand the Escalations ecosystem and leverage different teams for their primary expertise as required
Proactively and independently gather, analyse and utilize relevant data and escalation trends to develop
improvements to the overall escalation process and provide recommendations for process, policy and
product improvements
Ensure seamless collaboration with the Global team and partner cross functional teams
Minimum Qualifications
Operational Experience: 5+ years of operations experience in Escalations Management, Risk Management,
Consulting or a similar role
Thought leadership: Strategic thinker with proven track record of transforming operations to enhance
customer experience through innovation and continuous improvement
Communication: Demonstrated experience building relationships and influencing across functional
boundaries and/or globally
Experience making judgments under tight deadlines and competing priorities
Preferred Qualifications
3+ years in an Investigations role, Trust & Safety or Online Operations for a tech company
Bachelor & or advanced degree in business, philosophy, policy, information systems, journalism, legal,
Government entities or equivalent
Experience with analytical tools (like Excel or SQL) to drive analytics and operational decision making
Expertise managing projects or programs across time zones with multiple stakeholders
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
