100% Onsite | 8 month contract | Multinational Tech Company
Responsibilities
- Interpret and enforce the companies terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (incl. content that may be graphic and objectionable).
- Review, investigate and process reported escalations across the product suite and respond to sensitive global partners inquiries (this includes incoming reports of alleged legal rights infringement, escalated user, press and partner inquiries, etc.)
- Proactively investigate, troubleshoot, and drive the most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process.
- 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.
- Be comfortable dealing with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly.
- Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions
- Remain up-to-date on key workflow changes, operational guidelines, policy updates and enforcement standards.
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes.
- Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material as needed
- Anticipate the societal effects of different forms of online speech and behavior, and test hypotheses and assumptions about online activity in an operations setting.
Minimum Qualifications
- 2-4 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike
- Demonstrated analytical-thinking and problem-solving experience
- Highly organized and proactive
- Experience working with graphic and objectionable content
- Experience driving high-priority cases through process of resolution
- Experience managing projects and coordination with a variety of global cross-functional partners
- Experience communicating with a variety of audiences
Preferred Qualifications
- 2-4 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike
- B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science
- Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
- Understanding of how the broader social media landscape is changing
