Business Incident Response Specialist

Every day, people come to Meta's family of apps to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta’s Global Operations team exists to help them. Within Global Response Operations, our Business Incident Response team is responsible for managing end-to-end resolution of potential incidents that could impact key clients and crises that could impact the community. In addition, the team serves an Account Manager for many of our top 200 advertisers on the platform. The incidents that the team works on often threatens Meta’s brand, revenue, and critical relationships. The Business Incident Response (BIR) team is a specialized group that provides rapid and holistic resolution of critical escalations that threaten businesses' and partners' brands, relationships, and revenue streams. The team offers dedicated support to advertisers who experience friction on our platforms. By leveraging cross-functional partnerships, the BIR team delivers an immediate and personalized experience for constituents and stakeholders during times of crisis. The team operates off-process and overrides barriers to ensure swift issue resolution, prioritizing resources dynamically to assume ownership over mission-critical incidents. The escalations handled by the BIR team are complex and require expertise in areas such as operations, policy, process, and project management. The team comprises best-in-class specialists who leverage their skills to deliver outsized impact. To succeed on the BIR team, you must be passionate about social media, real-time crisis management, and working collaboratively in a fast-paced environment. You should have a strong interest in customer support and working cross-functionally with multiple domains, including policy and process. You must be comfortable with ambiguity to make quality decisions while remaining open-minded and flexible to feedback. You should be at ease in communicating relevant content and context to inform and enable internal and external partners, including executive level communication. Successful candidates for this team are curious, resourceful, adaptable, influential, have a bias toward action, are comfortable with taking intelligent risks, and able to establish a collaborative network with partners across multiple domains. They have a proven track record of adjusting to dynamic environments while handling multiple workstreams and maintaining effective communication with all stakeholders, both internal and external.