Job Description: True Title: Operations Specialist III
Onsite Sunnyvale
*** Max hourly budget
9-5 PST strict shifts, has to be online those hours
Must work weekend shifts 1 -2 times a month for 8 hours each, will be overtime
Would like to transition this role to a FTE in future so candidate needs to be interested in a FTE role at Meta

Summary:
The main function of this Operations Specialist role will be to respond to active reports or cases regarding fraud and hacking for high profile clients.

Job Responsibilities
– Effectively manage a set of support queues by responding and resolving support cases and escalations with high quality, speed, empathy and accuracy.
– Identify trends and key insights to drive impact to team goals including product, policy, user experience, and operational efficiency. Ability to clearly communicate results of analyses.
– Complete data quality reviews and audits as needed.
– Become a subject matter expert in workflows spanning a variety of media integrity disciplines (e.g.: policy creation and enforcement, process optimization, measurement and reporting) in order to effectively advocate for operational excellence.
– Work closely with Project Managers and Automation Specialists to build solutions for emerging integrity trends.
– Identify automation opportunities as we take down bad actors at scale.
– Improve integrity operations by understanding global challenges and needs and influence scalable solutions to address industry segments and constituent pain-points.
– Support vendors to understand the impact of policy changes on the team’s current work and surface gaps in policy, process, and tools.
– Partner with vendors to ensure that feedback is shared with relevant teams and proactively track the impact and success of remediation plans.
– Potential for up to approximately 16 hours a month spent on weekend shifts.

Qualifications
– Previous experience in operations environment in a fast paced tech company
– Exceptional customer service skills, dealing with many people/teams and communicating effectively
– Multi-tasking and prioritization skills, needs to be able to handle high volume cases-
– Past Risk and Fraud job experience is preferred
– Needs to be critical thinking, have detail orientation, and be pro-active to drive projects and process improvements
– Past experience in a forward facing role in customer service at big tech companies

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.
Comments for Suppliers:

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