The Global Response Operations organization within Global Operations responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta.
The Critical Response Operations team provides 24/7/365 management for the most sensitive, multi-domain, novel issues impacting our business. We serve as the coordinators uniting Ops efforts across high-priority events and key business priorities, including elections IPOCs (Integrity Product Operations Centers), unplanned geopolitical crises, and developments likely to have out-of-scale implications for Meta integrity systems.
Our mission is to integrate all necessary Operations activities to effectively mitigate, prepare for, respond to, and recover from critical events and crises, continuously enhance the company’s comprehensive approach to response management, and protect our communities during the world’s most acute moments.
We are looking for Critical Response Ops team member who has a passion for quickly understanding the depth and breadth of emerging risks cross-platform, as well as demonstrated project management experience to identify the right risk problem statement/s, determine the appropriate Ops, Policy and Product levers necessary to mitigate the risk/s, and engage the responsible stakeholders required for a comprehensive solution. As the successful candidate, you will thrive in ambiguity, operate with grace under pressure, enjoy close collaboration with cross-functional partners, and are always searching out new knowledge and expertise.
Responsibilities
- Serve as primary Global Response Operations single-threaded-owner for planned and unplanned critical events, such as Planned election Integrity Product Operation Centers, Unplanned geopolitical crises/triggers, Planned new Product launches, etc
- Provide 24/7/365 crisis support for the most sensitive, multi-domain, novel issues impacting our business, including but not limited to: End-to-end management of pre, during and post critical event mitigation efforts, including dynamic prioritization, cross functional coordination, logistics and staffing
- Deliver risk scoping and problem solving for nuanced, emerging or ambiguous issues: - Provide initial assessment of potential on-platform integrity risk posed by Product, Policy, Operational developments and/or external triggers, in partnership with stakeholders - Intake related leadership and XFN asks and craft solvable problem statements and design quick-turn operational solutions to mitigate/prepare for said issues
- Craft communications that provide cross-org/company visibility into coordinated critical event management efforts
- Document, deliver, and implement post critical event feedback to reinforce clear ownership and accountability while anchoring on continuous improvement, improved ways of working, and operationalizing lessons learned
- Continuously maintain stakeholder relationships across Global Response Operations, Strategic Response Policy, Global Response, Public Policy, etc.
- Continuously contribute to team knowledge management and training needs
- Please note this is a 24/7 on-call role and that some late night, weekend and holiday work will be required on a shift basis
Minimum Qualifications
- 4+ years experience in crisis, risk and/or trust and safety management
- Project management and problem-solving experience
- Experience engaging with diverse stakeholder partners to achieve common goals
- Experience prioritizing multiple functions and incoming asks in real-time
- Knowledge of global current events, including geopolitical developments and how resulting behaviors may manifest on social media platforms
- Adept at operating in dynamic, ambiguous situations, developing creative solutions in the absence of established protocols.
- Strong communication skills, demonstrated experience influencing across functional boundaries and/or globally and ability to context switch across different problem areas
- Strong aptitude for understanding and contextualizing operational workflows
Preferred Qualifications
- Previous experience in an Operations function/role
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.
