Market Specialist, Market Operations, Chinese (Mandarin)

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.

Facebook is seeking a Specialist to join the Community Operations team. This position is full-time and is based out of our Dublin, Ireland office. The Community Operations team maintains people's safety by identifying and resolving abuse of our Terms of Use, building trust in the Facebook experience. The focus is on building people's engagement on Facebook by developing scaled solutions for their issues, analyzing how they interact with various features of Facebook and each other, and delivering qualitative and quantitative insights into usage behavior to the rest of the company. The successful candidate will work with the Chinese markets team focusing on improving and validating our policies, processes and tools. You will be working as part of a global project team.

RESPONSIBILITIES

  • Become and remain knowledgeable about Facebook products and Community Standards
  • Be aware of current events and typical user behavior in the Chinese markets
  • Gather region-specific insights through quantitative and qualitative analysis of users' interactions with Facebook & Instagram support, and use it to develop ways to improve the support of our community of users in the region
  • Work closely with other teams such as Policy and Quality to aggregate, prioritize, and report on issues affecting the market
  • Support local vendors to understand the impact of policy changes on the team's current work and surface gaps in knowledge, process, and tools to cross-functional partners to assess risks and develop remediation plans.
  • Partner with vendors to ensure that performance feedback is being shared with relevant teams and proactively track the impact and success of remediation plans.
  • Investigate and resolve issues that are reported on Facebook 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
MINIMUM QUALIFICATIONS
  • Bachelors degree and/or masters or equivalent experience
  • 2+ years of professional experience
  • Strategic thinker with strong analytical and creative problem-solving skills
  • Passion for supporting the Facebook and Instagram community
  • Excellent communication and collaboration skills
  • Self-starting, intellectually curious and creative individual comfortable operating in a fast paced, ever changing environment
  • Fluency in written and conversational English and Chinese Mandarin are essential
  • Demonstrable ongoing connection with community in the Chinese markets and detailed knowledge of region's culture and common practices
PREFERRED QUALIFICATIONS
  • Background in Compliance or Political or Social Science disciplines
  • Project Management qualifications such as PMP or Prince2
  • Experience in investigations, digital quality, training, cross-functional relations


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