Job Description
The Global Response Operations SEO (Specialized Enforcement Operations) team is seeking a solutions-oriented, data-savvy Market Expert who enjoys providing a great support experience for our community of users and advertisers.
You will work with the Sub-Saharan Africa team to review and enforce content reported for potential abuse, resolve user account issues, improve the overall support experience for the region, 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 agile, bringing enforcement expertise that can be deployed to shifting priorities and emergent situations, necessitating local context, language, policy, community or functional expertise.
The Market Specialist will be part of a data-driven analysis team that works to protect our communities by enforcing and will also help scale our operations by optimizing and automating processes, solving problems and, most importantly, helping to prevent them.
Responsibilities:
* Work as part of the Sub-Saharan Africa (SSA) team, enforcing on crisis response within the region.
* Work as part of an On-call Operational structure to enforce critical content within SEO Markets with a higher focus on the SSA and Swahili market.
* Use a combination of language and market geopolitical knowledge, understanding of language 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 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.
* Support region-wide programs of work supporting peak season buying initiatives, protecting advertisers, businesses and removing friction in the ad delivery process.
* 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.
* Liaise closely with our Meta vendor teams to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions.
* Remain up to date on key workflow changes, operational guidelines, policy updates and our Community Standards.
* Support the training and onboarding of Meta partners.
Requirements:
* Bachelor's degree and/or master's or equivalent experience.
* Fluency in English and Swahili.
* Professional experience within an operations environment.
* Technical skills in data analysis, including experience with SQL.
* Experience in project management.
* Experience communicating and working with a variety of audiences and stakeholders.
* Proven analytical and problem-solving skills.
Preferred Qualifications:
* Technical and data skills such as Excel and Google Sheets and experience with visualization tools such as Tableau to drive efficient analytics and reporting.
* Experience with metrics analysis.