Facebook Trust and Safety Global Manager, Community Operations in Dublin, Ireland
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.
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. The Trust and Safety team within Community Operations strives to create a safe atmosphere for the Facebook and Instagram communities through outstanding support, education, and care for the various people around the world who use our platforms. We pride ourselves in helping prevent online and real-world harm by building fast, scalable support systems to address safety-related incidents on our products, and by influencing others to collaborate on cross-functional initiatives.
The Trust and Safety Global Manager will be responsible for managing and providing direction to a diverse, high-performing team of individual contributors. The Manager will help shape the team's long-term vision, devise and drive global goals, and identify opportunities to drive change to ensure that we build a deep understanding of issues impacting our community, and help Facebook provide the best support for that community. The Manager will be responsible for driving relationships with partners within various cross-functional teams to drive the optimization of processes and solving challenging problems. Our ideal candidate has a passion for safety and operations and excels on building partnerships and processes to reduce risk for the community and the company. This is a full time position, based in the Dublin EMEA Headquarters.
Provide mentorship, 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, and enabling deeper, more scalable solutions
Help shape team vision, establish team goals and work with direct reports and leaders across the organization on strategies for executing, measuring progress and sharing results
Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to implement next-generation community experiences through process, policy and product improvements
Be able to effectively zoom in and out to address near term business needs as well as setting a long-term strategy for Community Support
Build strategic relationships with global and cross-functional partners, and influence strategy to drive improvements to the community support experience
Communicate process, policy and product concepts effectively to leadership, business and cross-functional partners.
BA/BS degree or equivalent experience
4+ Year(s) people management experience in a complex fast-paced environment
5+ years of experience in support operations or escalations
Demonstrated ability to solve complex problems
Strategic thinker with strong analytical and creative problem-solving skill
Proved track record of building strong relationships and influencing cross-functional strategy.
Self-starting, intellectually curious and creative individual comfortable operating in ambiguity
Passion for Safety and a strong operations background
Must be comfortable working with highly sensitive, graphic content
- 3+ years in a Trust & Safety, Risk Ops or Investigations.