Business Incident Response Specialist

4 weeks ago

Washington, United States Meta Full time

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 strategically coordinates rapid end-to-end resolution of high-level escalations that threaten businesses' and partners' brands, relationships, and revenue streams. It is also responsible for providing curated, customised support to executives internally. The team leverages the work alongside cross-functional partners by leading a holistic response to business incidents as they arise. We offer our constituents and stakeholders an immediate bespoke support experience that provides a business critical service to executives in times of crisis by operating off-process and overriding barriers that could delay issues resolution. The team prioritizes resources dynamically to assume ownership over mission-critical incidents.The type of executive-level escalations that we handle present complex issues that require expertise and skill to resolve. BIR is composed of best-in-class specialists that hold a strong background in areas such as operations, policy, process and project management, that leverage their efforts to deliver an outsized impact.To be successful on our team, you must be passionate about social media, real-time crisis management, and work well with others in a fast-paced operations environment. You must be interested in project management and working cross-functionally over many domains, including policy and process. You must be excited to approach problems as opportunities and you need to be able to make quality decisions when faced with ambiguity. You should be comfortable with the frequent exposure to internal and external partners at an executive level, and defending your ideas while remaining open-minded and flexible to feedback, and think strategically while assessing risk. You will have to understand and embody Meta's set of culture pillars and guiding principles.Successful candidates for this team are curious, resourceful, adaptable, influential, have a bias toward action, are comfortable with taking intelligent risks, and able to establish a collaborative network with partners across multiple domains. They have a successful track of adjusting to a dynamic environment while handling multiple streams of work and maintaining a steady communication loop with all stakeholders.

Business Incident Response Specialist Responsibilities:

Expected working time zone is Central or Eastern TimeReview, 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, strategy and culture.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:
Solid 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.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.

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

$97,000/year to $139,000/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

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