Business Incident Response Specialist

The Business Incident Response (BIR) team strategically coordinates rapid end-to-end resolution of high-level escalations that threaten businesses’ and partners’ brands, relationships, and revenue streams. The team leverages the work alongside cross-functional partners by leading a holistic response to business incidents as they arise. We offer our constituents and stakeholders an immediate bespoke support experience that provides a business critical service to executives in times of crisis by operating off-process and overriding barriers that could delay issues resolution. The team prioritizes resources dynamically to assume ownership over mission-critical incidents. The type of executive-level escalations that we handle present complex issues that require expertise and skill to resolve. BIR is composed of best-in-class specialists that hold a strong background in areas such as operations, policy, process and project management, that leverage their efforts to deliver an outsized impact. To be successful on our team, you must be passionate about social media, real-time crisis management, and work well with others in a fast-paced operations environment. You must be interested in project management and working cross-functionally over many domains, including policy and process. You must be excited to approach problems as opportunities and you need to make quality decisions when faced with ambiguity. You should have frequent exposure to internal and external partners at an executive level, and defending your ideas while remaining open-minded and flexible to feedback, and think strategically while assessing risk. Successful candidates for this team are curious, resourceful, adaptable, influential, have a bias toward action, are comfortable with taking intelligent risks, and able to establish a collaborative network with partners across multiple domains. They have a successful track of adjusting to a dynamic environment while handling multiple streams of work and maintaining a steady communication loop with all stakeholders.

Qualifications:

2 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. Demonstrated experience thinking strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations. Demonstrated experience managing and delivering projects. Solid understanding of how the broader social media landscape operates in the industry. B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science. Experience working directly with global, cross-functional teams to solve issues and develop solutions. Experience influencing others leveraging data, analysis and vision. Experience with analytical tools (i.e. Excel, SQL, Tableau). Familiarity with Facebook's suite of products. Understanding of the power of social media for businesses and the issues that are inherent to it.

Responsibilities:

Review, investigate and coordinate the end-to-end resolution of executive-level incidents in adherence with the respective process and policy frameworks. Communicate effectively with multiple stakeholders, including external clients, internal partners and the leadership group. Serve as the primary communication channel on critical escalations. Cooperate with a diverse group of cross-functional partners across the business, including those outside of your domain expertise, to coordinate the work and develop long-lasting relationships. Successfully execute assigned tasks and/or project work, ensuring that goals are met within scope and timelines. Join and/or organize group meetings to effectively discuss, and occasionally present, on many business matters including core work, projects, and strategy. Perform root-cause analysis and/or draft post-mortem reports to identify areas of opportunity and issue recommendations to the appropriate audience. Drive innovation by contributing towards resolving problem statements and proposing improvements to existing processes. Be an expert on interpreting and enforcing Facebook's policies and use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support Facebook and our users. Attend mandatory training and seek knowledge in areas of interest to the business. Adopt best practices in order to achieve individual and collective goals.