Program Manager, Escalations Management
Há 3 dias
**Program Manager, Escalations Management Responsibilities**:
- Review, investigate and process reported escalations across the Facebook/Instagram product suite and respond to sensitive global partners inquiries (this includes incoming reports of alleged blocked accounts, policy enforcements, legal rights infringement, escalated user etc.)
- Proactively investigate, troubleshoot, and drive our 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
- Deal with high pressure escalations, gray 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
- Work cross-functionally with sales, marketing, policy and product teams within Meta
**Minimum Qualifications**:
- 5+ years of experience in an online operations, analyst, project management, consulting, online escalations environment or alike
- Experience driving high-priority cases through process of resolution
- Excellent communicator with strong influencing skills across different stakeholders, including senior stakeholders
- Ability to shift priorities quickly, while maintaining a high degree of organization and control
- Strong analytical skills and data orientation with experience in solving ambiguous problems using data and providing practical business insights
- Experience in project management and managing strategic projects with cross-functional teams
- Track record of driving process improvements & cost optimization
**Preferred Qualifications**:
- Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
- Understanding of how the broader social media landscape is changing
- Understanding of Meta's operational guidelines and knowledge of Meta's suite of products
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