Skip to main content

Business Integrity Escalations Manager, Risk & Response

Posted: 8 Jan 2021 Closes: 7 Feb 2021
Dublin, Ireland Competitive
Permanent & Full-time -956243084

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.


Every day, people come to Facebook to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Facebook's Global Operations team exists to help them.The Response Escalations Teams coordinates across different internal and external teams to help intelligently scale enforcement and application of Facebook's Policies. Our team focuses on identifying areas for improvement, optimizing processes, solving challenging problems, and most importantly, helping to prevent them in the future. The Business Integrity Escalations team within Response is responsible for mitigating risks relating to issues involving enforcement of our Ad Policies. 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 Facebook and Instagram. As the Escalations Manager, you will be responsible for managing a high-performing team within Risk & Response's Global Escalations team, ensuring that we build a deep understanding of issues impacting our advertiser community and provide direction and mentorship to a motivated, high-performing, global team. You will devise goals, work to improve the overall user escalations experience for the Facebook/Instagram community, deliver projects and implement solutions to meet community needs, while working with partners within various cross-functional teams to drive priorities. You will lead a team that will be optimizing processes, solving challenging problems and most importantly, helping to prevent them in future. Helping people and solving challenging operational problems is core to the Risk and Response team.You'll also initiate and navigate multiple, complex moving parts (people and processes) across Facebook to move projects and programs forward. You will define options and frame issues around a decision for leadership, while bringing teams together with clear plans to mitigate risk Influences outcomes across the organization and in cross functional settings. You'll contribute to building community within our channels and help to make other people on the team successful.

Required Skills

  • Provide mentorship, guidance and career development to a team of escalation specialists
  • Enable a high-performing team to achieve goals as they provide superb 1:1 support, enabling deeper and more scalable solutions whilst developing strategies for executing, measuring progress and sharing results
  • Work closely with peer managers across the globe to enhance escalation management and develop sound operational processes
  • Deliver projects involving quantitative analysis, industry research, and strategy development
  • Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
  • Coordinate with global cross-functional teams including PR/Communications, Public Policy, Legal and others to problem solve and develop solutions
  • Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions

Minimum Qualification

  • 10+ 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
  • Experience managing peers or team members in a mentorship/informal capacity
  • Demonstrated experience influencing across functional boundaries and/or globally
  • Analytical and problem-solving experience
  • 4+ years of people management experience

Preferred Qualification

  • Prior experience with analytical tools (like Excel, SQL, or R)


Share Job