Critical Response Manager

The Global Response Operations organization within Global Operations responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community.

By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta.The Critical Response Operations team provides 24/7/365 management for the most sensitive, multi-domain, novel issues impacting our business.

We serve as the coordinators uniting Ops efforts across high-priority events and key business priorities, including elections IPOCs (Integrity Product Operations Centers), unplanned geopolitical crises, and developments likely to have out-of-scale implications for Meta integrity systems.Secondly, our team is responsible for the management of top priority High Risk Harms, acting as the single voice for our Global Response Operations teams.Our mission is to integrate all necessary Operations activities to effectively mitigate, prepare for, respond to, and recover from critical events and crises, continuously enhance the company’s comprehensive approach to response management, and protect our communities during the world’s most acute moments.We are looking for candidates with an aptitude for quickly understanding the depth and breadth of emerging risks cross-platform, as well as demonstrated project management experience to identify the right risk problem statements, determine the appropriate Ops, Policy and Product levers necessary to mitigate the risks, and engage the responsible stakeholders required for a comprehensive solution.

Responsibilities:

Critical Response Manager Responsibilities:

Serve as primary Global Response Operations single-threaded-owner for planned and unplanned critical events, examples including: - Planned Election Integrity Product Operation Centers (US2024, India & EU Parliamentary Elections) - Unplanned geopolitical crises/triggers

planned new Product launches (Threads, Meta Verified for Business) - Events/developments expected to impact Meta Family of Apps or require coordinated Operations response (media inquiries into large-scale integrity issues)

Provide 24/7/365 crisis support for the most sensitive, multi-domain, novel issues impacting our business, including but not limited to: - end-to-end management of pre, during and post critical event mitigation efforts, including prioritization, cross functional partner coordination, logistics and staffing - deploy bespoke operational, product and/or policy levers in partnership with sister teams and stakeholders to address priority risks at hand - share organization-wide/leadership communications updates on complementary workstreams that make up the Ops-wide contributions to the response effort

Deliver risk scoping and problem solving for nuanced, emerging or ambiguous issues, such as: - Providing initial assessments of potential on-platform integrity risk posed by Product, Policy, Operational developments and/or external triggers - In-taking leadership and Cross Functional Partner asks, crafting solvable problem statements and designing quick-turn operational solutions to mitigate/prepare for said issues

Craft communications that provide cross-company visibility into coordinated critical event management efforts and consistently measure and document Global Operations/Global Response Operations' impact/progress in partnership with stakeholders

Document, deliver, and implement post critical event feedback to reinforce clear ownership and accountability while anchoring on continuous improvement, improved ways of working, and operationalizing lessons learned

Continuously maintain stakeholder relationships across Global Response Operations, Strategic Response Policy, Global Response, Public Policy, Communications, Cross-Integrity, Integrity Operations teams, etc

Continuously contribute to team knowledge management and training needs

Please note this is a 24/7 on-call role and that some late night, weekend and holiday work will be required on a shift basis

This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos, audio and writings, offensive or derogatory language, and other potential objectionable material, i.e. child exploitation, graphic violence, self-injury, animal abuse, and other content which may be considered offensive or disturbing

Qualification and experience:

Minimum Qualifications:

4+ years experience in crisis, risk and/or trust and safety management

Project management and problem-solving experience, including prioritizing multiple functions and incoming asks in real-time

Operating in ambiguity with an experience to discern misalignment, solve problems and propose out-of-the-box solutions in time-sensitive situations

Experience working with a sense of urgency and attention to detail

Communication to a wide-ranging sets of audiences, including Executives and leadership

Experience engaging with varied stakeholder partners to achieve common goals

Demonstrated experience influencing across functional boundaries and/or globally and skills to context switch across different problem areas

Cross-functional relationship building including conflict management and negotiation skills

Aptitude for understanding and contextualizing operational workflows

Knowledge of global current events, including geopolitical developments and how resulting behaviors may manifest on social media platforms

Experience working with potentially graphic and objectionable content

Preferred:

Preferred Qualifications:

Demonstrated experience presenting data insights and trying new approaches, balancing risk and impact

Demonstrated track record of presenting to C-suite leadership in a concise and clear manner