Escalations Manager, Risk & Response



Escalations Manager, Risk & Response

(Hyderabad, India)
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.
If you like helping people & solving challenging operational problems Global Escalations- Risk & Response is for you. The Escalations Lead will assume general management responsibilities of the Hyderabad Escalations team (which is part of the global Escalations team), ensuring that we build a deep understanding of issues impacting our community and provide direction and mentorship to a motivated high performing team. The Manager will devise goals, work to improve the overall user escalations experience for Facebook/Instagram community, deliver projects and implement solutions to meet community needs, while working with stakeholders within various cross-functional teams to drive priorities. He/she will lead a team that will be optimizing processes, mitigating recurring risks & solving challenging problems and most importantly, helping to prevent them in future. This is a full time position, based in the Hyderabad, India.
  • 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
  • Establish team goals and work with direct reports 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 problem solve and develop solutions
  • Identify actionable insights, suggest recommendations and influence team strategy through effective communication
  • Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions
Minimum Qualifications
  • BA/BS degree or equivalent experience
  • Significant experience in a complex fast paced environment
  • Strong people management experience (+2 years)
  • Strategic thinker with strong analytical and creative problem-solving skills
  • Self-starting, open minded ,intellectually curious and creative individual comfortable operating in ambiguity
  • Excellent written and verbal communication skills
  • Passion for customer & community service
  • Prior experience with analytical tools (like Excel, SQL, or R) is a plus
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Confirmed a day ago. Posted 25 days ago.

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