Business Incident Response Specialist

The Business Incident Response (BIR) team is a specialized group that provides rapid and holistic resolution of critical escalations that threaten businesses and partners brands, relationships, and revenue streams. The team offers dedicated support to advertisers who experience friction on our platforms.

By leveraging cross-functional partnerships, the BIR team delivers an immediate and personalized experience for constituents and stakeholders during times of crisis. The team operates off-process and overrides barriers to ensure swift issue resolution, prioritizing resources dynamically to assume ownership over mission-critical incidents.

The escalations handled by the BIR team are complex and require expertise in areas such as operations, policy, process, and project management. The team comprises best-in-class specialists who leverage their skills to deliver outsized impact.

To succeed on the BIR team, you must be passionate about social media, real-time crisis management, and working collaboratively in a fast-paced environment. You should have a strong interest in customer support and working cross-functionally with multiple domains, including policy and process. You must be comfortable with ambiguity and able to make quality decisions while remaining open-minded and flexible to feedback. You should be at ease in communicating relevant content and context to inform and enable internal and external partners, including executive level communication.
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 proven track record of adjusting to dynamic environments while handling multiple workstreams and maintaining effective communication with all stakeholders, both internal and external.

Responsibilities

• Review, investigate, and coordinate end-to-end resolution of high risk escalations, adhering to process and policy frameworks.
• Communicate effectively with stakeholders, including external clients, internal partners, and leadership, serving as primary communication channel on critical escalations.
• Cooperate with cross-functional partners across the business to coordinate work, develop relationships, and execute assigned tasks within scope and timelines.
• Perform root-cause analysis, draft post-mortem reports, and drive innovation by proposing improvements to existing processes.
• Adopt best practices, provide team oncall coverage (including weekend/holiday) on a rotational basis, and stay up-to-date with mandatory training and knowledge in areas of interest to the business.

Minimum Qualifications

• Demonstrated understanding of how the broader social media landscape operates in the industry.
• 5+ years of experience working in customer support, including domains such as online operations, escalations, information 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 in identifying trends and partnering with cross functional teams to improve customer outcomes.

Preferred Qualifications

• Experience with analytical tools (i.e. Excel, SQL, Tableau).
• Understanding of the power of social media for businesses and the issues that are inherent to it.
• Experience influencing others leveraging data, analysis and vision.
• Experience working directly with global, cross-functional teams to solve issues and develop solutions.
• Familiarity with Meta's suite of products.
• B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science.

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.