Market Specialist, Global Response Operations, Australia, New Zealand

Global Response Operations focuses on supporting users through scalable solutions that match the observed community needs.

We are looking for influencers who can align cross-functional partners to ensure the best possible experience for users on our platforms.The Global Response Operations SEO (Specialized Enforcement Operations) team is seeking a solutions-oriented, data-savvy Market Expert who is passionate about providing a great support experience for our community of users and advertisers.

The successful candidate will work with the Asia Pacific team to review and enforce on content reported for potential abuse, resolve user account issues, improve the overall support experience for Australia, New Zealand & Pacific Islands (ANZPI), as well as solve enforcement issues across a wide range of Meta markets.

In SEO the team specifically focuses on high priority, complex or regulatory enforcement demand, where our systems or scaled solutions need specialized support.

SEO’s team is flexible and agile, bringing enforcement expertise that can be deployed to shifting priorities and dynamic emergent situations, necessitating local context, language, policy, community or functional expertise.

The Market Specialist will be part of a data-driven analysis environment that works to protect our communities by enforcing on and will also help scale our operations by optimizing and automating processes, solving challenging problems and, most importantly, helping to prevent them.

This position is full time and is based in our Singapore office.

Responsibilities:

Market Specialist, Global Response Operations, Australia, New Zealand & Pacific Islands (ANZPI) Responsibilities:

Work as part of the ANZPI team, enforcing on crisis response within the Asia Pacific region while specifically representing the ANZPI market.

Work as part of an On-call Operational structure to enforce on critical content within SEO Markets with a higher focus on ANZPI.

Use a combination of language and ANZPI market geopolitical knowledge, understanding of language and cultural nuances and minority communities, to capture signals and insights to enforce and solve for complex risk and operational issues within the region.

Scope scalable solutions to improve the support of our community of users in the ANZPI market and in partnership with other regions.

Investigate and resolve issues that are reported on Meta products, such as requests for account support and reports of potentially abusive content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material.

Support enforcement efforts on agnostic content that originates from multiple sources globally, where language expertise is not required.

Support enforcement efforts identifying integrity risks to our local and regional advertising business and enforce on these risks.

Analyze key metrics and collaborate with cross-functional teams to improve our processes and tools.

Build subject matter expertise around abuse areas prevalent in the region and work with the team on enforcement efforts to manage and control impacts.

Investigate emerging risk across the region and influence cross functional resolution. Provide input and support on policy recommendations using geopolitical as well as operational understanding with cross-functional partners.

Remain up to date on key workflow changes, operational guidelines, policy updates and our Community Standards.

Support the operationalisation of regulations in ANZPI, and to work on key enforcement activities to comply with local regulations.

Qualification and experience:

Minimum Qualifications:

Bachelors degree and/or masters or equivalent experience

2+ years of professional experience within an operations environment relevant to the area of enforcement operations

Experience communicating with a variety of audiences and stakeholders from the ANZPI markets

Strategic thinker with proven analytical and creative problem-solving skills

Passion for supporting the Facebook and Instagram community

Great communication and collaboration skills

Self-starting, intellectually curious and creative individual comfortable operating in a fast paced, ever changing environment

Preferred:

Preferred Qualifications:

Experience with vendor management

Technical and data skills such as Excel and SQL and experience with visualisation tools such as Tableau to drive efficient analytics and reporting

Experience with training, quality assurance or metrics analysis

Fluency in Maori or any Pacific Islands language is preferred as this role will involve working on issues in the local language as well as dealing with external clients in that market