Manager, Business Incident Response
Meta

Job Info

Meta is looking for an Operations leader to join the Business Incident Response team within Global Response Operations (GRO). The GRO organization responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta.The Business Incident Response (BIR) team, within GRO, is focused on providing a world class experience for Meta's advertisers, internal executives, and our community of users. As a Manager on the BIR team, you will be responsible for managing a team of incident response specialists who lead end-to-end resolution of critical and nuanced escalations from sales & executives; often with significant revenue, reputational, PR and/or regulatory risk to Meta. Additionally, these specialists provide high-touch, curated support to Meta's largest advertisers, often requiring external engagement. In addition to leading a team in our NA region, you will be responsible for designing, describing, and implementing systems of support that improve the experience for our customers - prioritizing supportiveness. You will also be responsible for partnering across the breadth of Meta to drive partnerships that unblock the team and enable improved experiences at scale.

Manager, Business Incident Response Responsibilities:

• Lead a team of business incident response specialists to execute world class support on critical and nuanced escalations from sales & executives while also producing insights & trends that help various stakeholders like Product, Policy, Legal, and Sales
• Build strong, collaborative cross-functional relationships with GRO, Product, Policy, and Sales, among other teams, to develop an ongoing understanding of the ecosystem and partner with stakeholders to help solve the highest priority issues for Meta and its communities
• Participate in team and org strategy building to create agility in team to help meet the changing needs of the org, company and community, while driving stability in the team to achieve the long term vision
• Identify and initiate new opportunities for new projects or focus areas for the GRO BIR Team
• Attract, build, manage and develop a talented and inclusive team

Minimum Qualifications:

• Significant experience in customer support or client facing organizations
• Direct people leadership experience managing and developing teams
• Experience prioritizing and ensuring that key initiatives move forward, managing multiple cross functional stakeholders and working with urgency
• Demonstrated experience in driving revenue through customer support initiatives
• Experience representing organizations externally with clients
• Proven communication skills
• Critical thinking/analytical leadership experience
• A proven team player adaptable to a fast-paced environment
• Demonstrated experience building relationships and influencing across functional boundaries

Preferred Qualifications:

• Experience building support organizations
• Previous experience in managing C-Level escalations and leveraging them to drive business growth
• Bachelor's or Master's degree or relative work experience

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