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Facebook Anti-Abuse Specialist, WhatsApp Trust & Safety in Austin, Texas

Summary:

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world.

Required Skills:

  1. Manage day-to-day Safety Operations through vendor engagement and process improvement, to improve quality and efficiency outputs

  2. Influence & execute the Safety strategy and drive the operations roadmap cross-functional teams and roadmaps across product, policy, process, systems, data/analytics and drive continuous improvement and step change innovation

  3. Gather, analyze and utilize relevant data to develop ways to improve the overall user experience and safety

  4. Analyze operational data to identify trends and work cross-functionally on solutions

  5. Develop and maintain strong relationships with cross-functional partners in Outsourcing, Policy, Security and Engineering

  6. Participate in on-call emergency escalation rotation as well as after-hours and weekend duty when necessary

  7. Develop a deep end-to-end understanding of Safety and how it affects our community

  8. Be a Safety subject matter expert for the company, and maintain expertise by regularly performing operational core work, handling escalations and quality audits

Minimum Qualifications:

  1. 3+ years of work experience in a role involving strategic/analytical initiatives (operations, project management, Quality, Process Optimization experience)

  2. 2+ years experience managing projects or process improvements

  3. Experience evaluating and analyzing large datasets

  4. Experience working with global teams

Preferred Qualifications:

  1. Experience with working with abuse, spam or fraud detection, trust & safety issues

  2. Avid WhatsApp user

  3. Intermediate knowledge of data tools such as SQL, SAS or other coding languages and or data visualization tools

  4. Experience working within a formal methodology (Six Sigma, Agile, etc.)

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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