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Business Performance Specialist, Community, Regulatory, & Legal Enforcement Ops ID - 13556

About the position

The Business Performance Specialist role within Meta's Global Response Operations team focuses on enhancing user experience by enforcing policies and managing complex cases. This position requires strategic relationship building across various functions to develop and implement effective operational strategies, while also optimizing processes through data-driven analysis. The role involves exposure to potentially graphic content and requires a proactive approach to problem-solving and project management.

Responsibilities

  • Help shape team vision and goals and work across the global team on strategies for executing, measuring progress and sharing results
  • Deliver projects involving quantitative analysis, industry research, and strategy development
  • Build strategic relationships with global and cross-functional teams to understand and anticipate risks to the company, develop global solutions across operations and policy
  • Collaborate with a large and complex cross-functional group including Public Policy, Legal, Sales, Product, Oversight Board Governance and others to shape, support, and lead execution of multiple program or project goals
  • Collaborate across Global Response Operations and cross-functional teams to ideate, scope, and implement the best suited generative AI solutions to enhance our team's work
  • Interpret and enforce Meta's terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations)
  • Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
  • Respond to escalated cases from users, regulators, and business/advertiser partners with high quality, accuracy, and speed
  • Remain up-to-date on key workflow changes, operational guidelines, policy updates and Community Standards
  • Anticipate the societal effects of different forms of online behavior, and test hypotheses and assumptions about online activity in an operations setting
  • Synthesize review findings and policy assessments as needed for cross-functional partners in Policy, Partnerships, and Operations
  • Develop and design processes to drive efficiency and effectiveness and ensure essential KPIs are met
  • Mentor others in accomplishing the above with a high level of quality, as well as providing broad leadership to peers in executing multiple projects

Requirements

  • 6+ years of experience in Operations, Integrity, Trust & Safety, Escalations Management, Program/Project Management, Business Strategy, Consulting or similar
  • Experience building effective relationships and collaborating with a large and complex cross-functional group including Public Policy, Legal, Sales, Product, Oversight Board Governance and others
  • Experience working independently and reliably under pressure in a fast-paced environment
  • Analytical-thinking and problem-solving experience
  • Highly organized and proactive
  • Experience influencing without authority and leading complex initiatives across multiple teams
  • Sense of international cultural & political awareness
  • Understanding of the power of social media for business and our global community and the issues that are inherent to it
  • Ability to work with potentially graphic and objectionable content

Nice-to-haves

  • Advanced degree in business (MBA) or equivalent experience
  • Six Sigma Blackbelt and/or PMP Certification, operations, policy, information systems, journalism, legal, or equivalent experience
  • Experience gathering and/or analyzing data to influence business decisions, improve internal systemic efficiencies, and/or understand risk trends in content
  • Experience working with all levels of management, both internally and externally
  • Experience in or understanding of the process and operational needs of at-scale content moderation
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Benefits

  • Bonus
  • Equity
  • Health benefits
  • Paid time off
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