Market Specialist, Market Operations, Thai

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 Market Operations team. This position is full-time and is based out of our Dublin, Ireland office. The Market 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 Thai market team to review content reported for potential abuse, resolve user account issues, improve the overall support experience for that market, as well as solve thematic global issues. The person will be part of a data-driven analysis culture and will also help scale our operations by optimizing and automating processes, solving challenging problems and, most importantly, helping to prevent them.

RESPONSIBILITIES

  • Respond to inquiries from the community with high quality, speed, empathy and accuracy
  • Investigate and resolve issues that are reported on Facebook such as requests for account support and reports of potentially abusive content
  • Become and remain knowledgeable about Facebook products and Community Standards
  • Be aware of current events and typical user behavior in Thailand
  • 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
  • Communicate region-specific insights to Policy, Product, Growth, and other partners within the company
  • Independently deliver solutions for key experience issues through effective problem solving and project management
  • Display a strong bias to demonstrate empathy for our community in supporting Community Operations' mission to #ShipLove
MINIMUM QUALIFICATIONS
  • Bachelors degree and/or masters or equivalent experience (Legal, Compliance, Political or Social Science disciplines preferred)
  • 2+ years of professional experience
  • Strategic thinker with strong analytical and creative problem-solving skills
  • Prior experience with tools such as Excel and SQL is a plus
  • Ability to work independently across competing priorities
  • Ability to thrive in a constantly changing Operations environment and collaborate effectively with a variety of individuals and internal organizations
  • Strong written and verbal communication skills in English
  • Fluency in written and conversational Thai
  • Demonstrable ongoing connection with community in Thailand and detailed knowledge of region's culture and common practices
  • Experience managing training, quality and operational improvements
  • Experience leading operational streams as part of cross-functional regulatory initiatives involving NGOs and/or external political partners and/or compliance background is a plus
  • Experience managing relationships with external vendors is a plus


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