Every day, people come to Facebook to connect with friends and family, discover what’s going on in the world, interact with businesses, find potential customers, and build community. Facebook’s Global Operations team exists to help them. Within Market Operations, the goal is to reduce bad experiences for people—including businesses and advertisers—who use Facebook. We analyze global, local, and language-based trends and nuances and collaborate with other Facebook teams to make changes that help people form stronger, more meaningful connections using our platforms. Our team is seeking a solutions-oriented, data-savvy Market Specialist who is passionate about providing a great support experience for our community of users. You will work with the Central America market team to review content reported for potential abuse, resolve user account issues, improve the overall support experience for that market, as well as solve thematic global issues. You will be part of a data-driven analysis culture and will also help scale our operations by optimizing and automating processes, solving problems and, most importantly, helping to prevent them.
Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in Central America.
Liaise closely with our vendors to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions.
Collaborate with cross-functional teams to improve our processes and tools being the Subject Matter Expert.
Remain up to date on key workflow changes, operational guidelines, policy updates and our Community Standards.
Analyze key metrics to improve our operational workflows.
Independently deliver solutions for key experience issues through effective problem solving and project management.
Investigate and resolve issues that are reported on Facebook such as requests for account support and reports of potentially abusive content including but not limited to graphic images, videos and written material, offensive or derogatory language, and other objectionable material.
In the unlikely event that the continuity of our business or elements of our business are at risk, a Market Specialist will be requested to support with the moderation of additional content (incl. content that may be graphic and objectionable).
2+ years of professional work experience within an operations environment
Language fluency and communication skills in English
Language fluency and communication skills in Spanish
Demonstrable ongoing connection with the community in El Salvador and detailed knowledge of its culture and common practices
Technical and data skills such as Excel or SQL
Experience with visualization tools such as Tableau to drive efficient analytics and reporting
Facebook’s mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we’re building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we’re creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities – we’re just getting started.
Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at firstname.lastname@example.org.