Lead, Incident Response

(Austin, TX)

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.

The Facebook Legal team is seeking a motivated, highly-organized, detail-oriented candidate. The right candidate must have a strong work ethic, excellent judgement and exceptional partnering skills. The position is full-time and would be based in our Austin, TX office.


  • Manage and bring operational excellence to a diverse team of individual contributors reviewing high priority, time sensitive requests related to user safety.
  • Support escalations related to sensitive subject matter
  • Coordinate with internal partners and external law enforcement agencies to provide assistance to people in crisis.
  • Provide mentorship, guidance and support career development for members of the team while removing roadblocks and encouraging innovative solutions.
  • Foster a supportive, constructive, and collaborative environment for individual contributors tasked with working an intensive caseload.
  • Provide real-time summaries for internal partners related to ongoing and resolved cases.
  • Interpret performance metrics and impact organizational change as a result.
  • Respond to process and policy questions from law enforcement, government agencies and internal parties, both in writing and over the phone.
  • Working with a cross-functional team, drive improvements to policies and processes related to high priority requests.
  • Willing and able to work with sensitive issues that include child exploitation, graphic violence, and sensitive content which may be considered offensive.

Minimum Qualifications

  • Self-starter requiring minimal direction.
  • BA/BS degree
  • 5+ years of professional experience in operations, people management, or business strategy and prioritization.
  • Organized with the ability to prioritize multiple functions and tasks while managing their work time without compromising quality.
  • Communication skills with an audience varying from entry level employees to executive communication.
  • Facebook user
  • Able to work independently
  • Experience with various computer systems, internet technology and software (PC, Mac, MS Office, online research, etc.)
  • Be able to pass a criminal background check.

Preferred Qualifications

  • Prior experience supporting a team focused on safety issues.

Meet Some of Facebook's Employees

Peipei Z.

Manager, Global Client Solutions

Peipei helps Facebook’s top clients devise solution-based and results-driven social media strategies. She creates strategic partnerships to help people and brands connect in a more meaningful way.

Cristina T.

Sr. Manager, WhatsApp Customer Support & Localization

Cristina manages the WhatsApp customer experience, translating the application into multiple languages and troubleshooting communication services worldwide.

Back to top