The Global Response Operations SEO (Specialised Enforcement Operations) team is seeking a solutions-oriented, data-savvy Market Expert who is passionate about providing a great support experience for our community of users.
The successful candidate will work with the Europe team to review and enforce on content reported for potential abuse, resolve user account issues, improve the overall support experience for Denmark as well as solve enforcement issues across a wide range of Meta markets.
In SEO, the team specifically focuses on high priority, complex or regulatory enforcement demand, where our systems or scaled solutions need specialised support. SEO’s team is flexible and agile, bringing enforcement expertise that can be deployed to shifting priorities and dynamic emergent situations, necessitating local context, language, policy, community or functional expertise.
The Market Specialist will be part of a data-driven analysis environment that works to protect our communities by enforcing on and will also help scale our operations by optimising and automating processes, solving challenging problems and, most importantly, helping to prevent them.
This position is full time and is based in our Dublin, Ireland office.SEO - Europe - Market Specialist, DACH Responsibilities
- Work on crisis response within the Europe region, representing the DACH market (Germany, Austria, Switzerland).
- Work as part of an On-call Operational structure to enforce on critical content within SEO Markets with a higher focus on DACH, while also supporting other markets
- Leverage a combination of language proficiency and DACH market as well as geopolitical knowledge, along with an understanding of sub-regional as well as local nuances and minority communities, to capture signals and insights that inform the enforcement and resolution of intricate risk and operational issues within the region.
- Scope scalable solutions to improve the support of our community of users in the DACH market and in partnership with other regions.
- Investigate and resolve issues that are reported on Meta products, 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.
- Support enforcement efforts on agnostic content that originates from multiple sources globally, where language expertise is not required.
- Support enforcement efforts identifying integrity risks to our local and regional advertising business and enforce on these risks. Support region wide programs of work supporting peak season buying initiatives, protecting advertisers, businesses and removing friction in the ad delivery process.
- Analyze key metrics and collaborate with cross-functional teams to improve our processes and tools.
- Build subject matter expertise around abuse areas prevalent in the region and work with the team on enforcement efforts to manage and control impacts.
- Investigate emerging risk across the region and influence cross functional resolution. Provide input and support on policy recommendations using geopolitical as well as operational understanding with XFN partners.
- Liaise closely with our Meta vendor teams to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions
- Remain up to date on key workflow changes, operational guidelines, policy updates and our Community Standards
- Support the training and onboarding Meta partners
- Fluency in English and German are essential
- 2+ years of professional experience within an operations environment
- Experience communicating with a variety of audiences and stakeholders from the DACH market
- Strategic thinker with analytical and problem-solving skills, approach challenges from multiple angles
- Passion for supporting the Facebook and Instagram community
- Effective communication and collaboration skills while working closely with cross-functional teams
- Experience with vendor management
- Technical and data skills such as Excel and SQL and experience with visualisation tools such as Tableau to drive efficient analytics and reporting
- Experience with training, quality assurance or metrics analysis
- Language proficiency in other languages a distinct advantage
- Bachelors degree and/or masters or equivalent experience
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