Market Incubation Specialist, Global Operations

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Summary

Global Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about investigating & solving issues people may encounter within our portfolio of apps, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. We are seeking a resilient self-starter who is eager to learn, collaborative and a proven team player. We count on specialists who are passionate about protecting users, and are excited to build systems to support millions of people. We value people who can strategically drive the team using macro-level insights, while still caring for micro-level cases affecting people around the globe. We're targeting an intellectually curious and creative individual who is comfortable operating in ambiguity - a strategic thinker with strong analytical and creative problem-solving skills. This individual should also be passionate about investigating and conducting root-cause analysis to inform strategic decisions.

Required Skills

  • As a Market Incubation Specialist, be aware of current market events and typical user behavior in the North America market.
  • Apply high-touch policies to content and entities to prevent bad user experiences, including reports of potentially abusive content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material.
  • Measure and analyze key business metrics to improve our enforcement of community standards and increase Facebook's accountability towards our community of users.
  • Gather and communicate Market Specific insights through qualitative and quantitative analysis of content to quickly develop new and adapt existing processes and policies during a high risk event.
  • Through testing, insights and analysis, enable highly complex policies and processes to effectively scale across workforces and markets.
  • Support vendors to understand the impact of policy changes on the team's current work and surface gaps in policy, process, and tools.
  • Partner with vendors to ensure that performance feedback is being shared with relevant teams and proactively track the impact and success of remediation plans.
  • Be the Subject Matter Expert and Go-to-Person for specific, complex business areas.
  • Use problem solving skills to resolve large and complex business problems.
  • Perform expert review of high-risk and escalated content (including content that may be graphic and objectionable) and ads on Facebook and Instagram against a set of guidelines called the Community Standards.
  • In the unlikely event that the continuity of our business or elements of our business are at risk, a Market Specialist will be requested to support with the moderation of additional content (including content that may be graphic and objectionable).


Minimum Qualification

  • 1+ years of work experience in consulting, technology, project management or an operational capacity
  • Experience communicating to a variety of audiences effectively
  • Experience in driving clarity and deliverables in ambiguous environment
  • Experience driving end-to-end projects
  • Must obtain work authorization in country of employment at the time of hire and maintain ongoing work authorization during employment


Preferred Qualification

  • 6+ months experience working with data
  • Experience working in a Customer Support role in tech


EOE

Facebook is proud to be an Equal 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. Facebook 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.