The Global Response Operations SEO (Specialized Enforcement Operations) team is seeking a solutions-oriented, data-savvy Market Subject-Matter-Expert (SME) who has keen interest in providing a great support experience for our community of users and advertisers.
The Market Specialist will work with the Asia Pacific team to review and enforce on content reported for potential abuse, resolve user account issues, improve the overall support experience for Greater China Region (GCR), 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 flexible and agile, bringing enforcement expertise that can be deployed to shifting priorities and dynamic emergent situations, necessitating local context, language, policy, community or functional expertise.
The Market Specialist will be part of a data-driven analysis environment that works to protect our communities by enforcing on and will also help scale our operations by optimizing and automating processes, solving challenging problems and, most importantly, helping to prevent them.
This position is full time and is based in our Singapore office.Market Specialist, Global Response Operations, Greater China Region (Mandarin) Responsibilities
- Work as part of the GCR team, enforcing on crisis response within the Asia Pacific region while specifically representing the GCR market
- Work as part of an On-call Operational structure to enforce critical content within SEO Markets with a higher focus on GCR
- Use a combination of language and GCR market geopolitical knowledge, understanding of language and social nuances and minority communities, to capture signals and insights to enforce and solve complex risk and operational issues within the region
- Scope scalable solutions to improve the support of our community of users in the GCR 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 content agnostic 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
- Analyze key metrics and collaborate with cross-functional stakeholders 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
- Remain up to date on key workflow changes, operational guidelines, policy updates and our Community Standards
- Support the operationalisation of regulations in GCR, and to work on key enforcement efforts to comply with local regulations
- Bachelors degree and/or masters or equivalent experience
- 1+ year of professional experience within an operations environment
- Native proficiency in Mandarin is required, as this role will involve working on issues in the local language as well as dealing with stakeholders in the market
- Experience communicating with a variety of audiences and stakeholders from the GCR markets
- Demonstrated strategic thinker with analytical and problem-solving skills
- Keen interest in supporting the Facebook and Instagram community
- Demonstrated communication and team collaboration experience
- Self-starting, intellectually curious and innovated individual with experience operating in a fast-paced, ever changing environment
- Technical and data skills such as Excel and SQL and experience with visualisation tools such as Tableau to drive efficient analytics and reporting
- Experience with training, quality assurance or metrics analysis
- Experience with vendor management
- Working proficiency in Cantonese is preferred
Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.
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