Job Title: Escalation Specialist III
Contract Duration: 6 months
We are seeking an Intelligence Manager to join our Global Response Operations Intelligence Team.
As a member of this team, you will help us discover and analyze risks that could manifest within our family of products in an effort to make us and our users more secure through risk mitigations.
You will work closely with partners across the company and internally share your findings and analysis.
The potential for impact with this work is substantial as outcomes could affect billions of people who use our products.
Investigators will have the opportunity to work on some of the most challenging, complicated, and high-visibility risks the company is facing.
Key Responsibilities:
- Investigate and resolve emerging risks that are reported on products, such as requests for account support and potentially abusive content.
- Drive effective program communications/collaboration, including root cause analysis, internal/external escalations coordination and communications to leadership.
- Experience working within Trust & Safety, Risk & Compliance, Fraud, or similar teams focused on reducing risk of harm to users.
- Adapt to changing requirements and prioritize escalation requests effectively.
Requirements:
- 5+ years of experience in Trust & Safety or Online Operations for a tech company, consulting, operations or similar roles.
- Strategic thinking with a proven track record of enhancing customer experience through innovation and continuous improvement.
- Strong communication skills and ability to build relationships and influence stakeholders across functional boundaries and globally.
- Ability to work with graphic and objectionable content coupled with a broad understanding of Community Standards.
- Experience working in an ambiguous environment with work requiring a quick turnaround to assist cross-functional teams in making decisions.
Education:
- Bachelor's degree in a related field.