NEW JOB OPENING
DATA LABELING ANALYST
IN Austin, TX, USA!

Client Approved Onsite Location: Onsite in Austin, TX (Onsite 5 days a week)



REQUIRED:

-BA degree with 8-10 years of experience in Trust & Safety or Online Operations for a tech company, consulting, operations or similar roles

-Proficiency/ Basic knowledge in analytical tools (e.g., Excel, SQL) for driving analytics, reporting and operational decision-making

-Ability to work with graphic and objectionable content coupled with a broad understanding of Meta Community Standards

-Experience communicating effectively via various formats, time zones and audiences, including within operations teams and across with key stakeholders and senior leadership



Preferred:

-Preference for fluency in a second language (in addition to English)





Escalation Specialist Job Description



The Global Response Org is a vital part of Client commitment to user and business safety on its platforms. This organization focuses on safeguarding the billions of users across Client family of apps from harmful content, malicious actors, and detrimental behaviors. By leveraging cutting-edge technology and collaborating with cross-functional teams worldwide, the Global Response Org plays a crucial role in creating and upholding a secure and positive environment for the global community. In this organization, you will have the opportunity to make a meaningful impact by promoting integrity and fostering trust among users, businesses, and partners alike.



As a member of this team, your role will involve responding to real-time crises while also proactively recognizing and assessing emerging risks. You will perform risk-related investigations and consider ways to better support our communities through improved strategies and practices. Leveraging your comprehensive knowledge of Client systems, including tools, products, policies, and processes, you will collaborate closely with cross-functional teams to implement tailored mitigation plans addressing various operational risks across platforms, domains, policies, and regions. This role places you at the center of managing crises, elections, and unconventional issues arising on our platforms, ensuring the continued safety and well-being of our user communities.



Besides core duties, your role encompasses basic program and project management tasks focused on platform safety and security enhancement. This involves aiding in planning, executing, and monitoring projects, possibly developing plans, tracking progress, and updating stakeholders. These responsibilities will strengthen the Global Response Org's efficiency and effectiveness.



Responsibilities -

Serve as an expert to interpret and enforce Client terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines).

Investigate and resolve emerging risks that are reported on Client products, such as requests for account support and potentially abusive content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material across organic, ads and commerce.

Gather, analyze and utilize data from escalations and content/ad reviews to develop improvements for the overall escalation process, policies, products, and generate operational insights for the supported community

General program management to define project scope, develop and execute plans, drive risk and compliance activities

Drive effective, concise and persuasive program communications/collaboration, including root cause analysis, internal/external escalations coordination and communications to leadership, and business recommendations for broader stakeholder groups

Showcase grace under pressure and ensure effective and timely collaboration with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering

Adapt to changing requirements and prioritize escalation requests effectively

Liaise closely with our Client vendor teams to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions.

Work as part of a 24/7 global team, including the potential for on-call shifts during weekends/after-hours when needed.



Minimum Qualifications -

8-10 years of experience in Trust & Safety or Online Operations for a tech company, consulting, operations or similar roles

Strategic thinking with a proven track record of enhancing customer experience through innovation and continuous improvement

Strong communication skills and ability to build relationships and influence stakeholders across functional boundaries and globally

Ability to work with graphic and objectionable content coupled with a broad understanding of Client Community Standards

Ability to make judgments under tight deadlines and competing priorities

Proficiency/ Basic knowledge in analytical tools (e.g., Excel, SQL) for driving analytics, reporting and operational decision-making

Experience driving collaboration of cross-functional teams, coordinating effectively, and inspiring others

Experience communicating effectively via various formats, time zones and audiences, including within operations teams and across with key stakeholders and senior leadership



Preferred -

Preference for fluency in a second language (in addition to English)

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**