Regulatory Escalations Specialist

• 12 months contract

Our Client

• Tech Giant, Social Media Platform

The Opportunity

The Escalations Specialist will be part of the Risk and Response, Regulatory Escalations team. This team develops scaled solutions to user issues, protects users by decreasing negative engagement on the site and delivers qualitative and quantitative insight into user behavior. This individual will work to improve the overall user escalations experience and will be responsible for working cross-functionally across different internal and external teams to help us intelligently scale our escalations function. They will be part of a team that will communicate clearly to various stakeholders and provide key updates and findings as high priority escalations unfold. We are seeking a team-oriented strategic thinker who can optimize processes, go deep on investigations, solve challenging problems and most importantly, help prevent them in future.

Job Responsibilities:

• Be an expert on enforcing the community standards and policies including some basic compliance policies
• Investigate reported escalations across multiple channels on social media and respond to sensitive global partners inquiries
• Address traumatic, sensitive and potentially offensive content
• Communicate results of technical analyses with non-technical partners
• Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements
• Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
• The role will require tight coordination with global cross-functional teams including Public Policy, Legal, Community Operations and others to problem solve and develop solutions
• Attention to details is a must - Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
• Deliver projects involving quantitative analysis, industry research, and strategy development
• Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes

Your Background

• 7+ years of experience managing large-scale operations in a technology or social media company
• Broad understanding of social media community standards
• Experience in investigations, internet safety or equivalent environment
• Ability to multitask different priorities in a rapidly changing environment
• Strong project management and operations skills
• Sound judgment and ability to thrive under pressure
• Strong conflict management and negotiation skills
• Ability to influence across functional boundaries globally
• Experience defining process and operational guidelines
• Proficiency in tools such as SQL and Excel to drive analytics and reporting