Global 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 investigating & solving issues people may encounter within our portfolio of apps, 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. We are seeking a resilient self-starter to pioneer specialist support for the emerging markets in North America. We count on specialists who are passionate about protecting users, and are excited to build systems to support millions of people. We value people who can strategically drive the team using macro-level insights, while still caring for micro-level cases affecting people around the globe. We’re targeting an intellectually curious and creative individual who is comfortable operating in ambiguity — a strategic thinker with strong analytical and creative problem-solving skills. This individual should also be passionate about investigating and conducting root-cause analysis to inform strategic decisions.
Use market specific knowledge, signals and insights to identify and scope scalable solutions to improve the experience of our community of users in the North American market.
Build out and improve processes for newer markets in high-risk countries.
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 writings, offensive or derogatory language, and other objectionable material.
Gather and analyze relevant data by interpreting reports, dashboards and presentations.
Identify and lead end-to-end operational improvement opportunities and ensure on-time delivery of critical initiatives.
Collaborating cross-functionally with various teams through risk assessment and quality assurance to drive projects to success.
Use your problem-solving skills to resolve large and complex business problems.
Remain up-to-date on key workflow changes, operational guidelines, policy updates and our Community Standards.
Using market insights, drive qualitative and quantitative analysis to put forward scalable solutions, influence key teams to deliver the change and validate its success post- implementation.
Become and remain knowledgeable about Facebook products/tools.
2+ years of work experience in consulting, tech, project management or an operational capacity
Fluency in English and Haitian Creole
Understanding of market nuances and political landscape of Haiti
Strategic thinker with analytical and creative problem-solving skills
Experience communicating effectively and working in collaboration with team
Self-starting, intellectually curious and creative individual operating in a fast paced, ever changing environment
Fluency in French
Experience within operations, project management, consulting, or equivalent environment
Experience gathering and analyzing data to influence business decisions
Intermediate SQL skills
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.