Process Manager, Trust & Safety

  • TSPA Members
  • Dublin, Ireland
  • Experience level: 6+ years

Website Facebook

This content was reproduced from the employer’s website on January 5, 2021. Please visit their website below for the most up-to-date information about this position.

Community Operations’ focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms.

Process teams drive the operational protocol to scale our enforcement of the community standards to our community of over two billion people. The team owns the operational health and design of key workflows and metrics and identifies and drives improvements in those aligned to core metrics. The team are subject matter experts in the abuse areas they support and leverage this to maintain an overall picture of the roadmap for the abuse area.

The Actor & Identity Process teams mitigate problems related to fake accounts as well as providing account access & identity verification support. Keeping people safe and creating consistent experiences on our platforms requires both industry-leading policies and processes that allow us to enforce these policies around the world. As a Manager in the Actor & Identity Process Teams, you will assume general management responsibilities of a growing operations team, ensuring that we build a deep understanding of high intensity issues impacting our community and business customers, and provide direction and mentorship to a motivated, high performing team. The Manager will devise goals, deliver projects and implement solutions to meet community needs and mitigate risk for both the community and business, while working closely with multiple partners within various cross-functional teams to drive priorities.

We are seeking a candidate who is passionate about people management and is a resilient self-starter who thrives in driving structure in ambiguous spaces, working in fast paced environments and leveraging strong strategic and critical thinking skills to define solutions to new problem sets. You have a passion for developing others and bring out the best in your teams. You are an influencer who will work directly with our cross-functional team (engineering, product, etc.), as well as all of the teams within Community Operations, to scale global projects from inception to launch.

Process Manager, Trust & Safety Responsibilities
Provide mentorship, operational expertise, guidance and career development to members of your team
Lead and enable a high-performing team to deliver on goals by providing superb 1:1 support
Develops and enhances team structure, and establishes roles and responsibilities for the team
Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results
Identify actionable insights, suggest recommendations and influence team strategy through effective communication
Develop a deep understanding of exploitation issues and how they affect our community
Drive strategy for execution, planning, measuring progress and sharing results
Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve and develop solutions
Coordinate with global cross-functional teams including Product, Engineering, PR/Communications, Public Policy, Legal, Quality and others to problem solve and develop solutions

Minimum Qualifications
6+ years of experience working in operations, domains such as online operations, informational systems, risk management, or management consulting
2+ years of people management and/or mentorship experience
Strategic thinker with analytical and creative problem-solving skills
Experience working with product, engineering or technical teams
Self-starting, intellectually curious and creative individual knowledge in operating in ambiguity
Communication: Demonstrated experience influencing across functional boundaries and/or globally

Preferred Qualifications
BA/BS or advanced degree

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