Specialist, Community Operations Resume Samples
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Specialist, Community Operations Resume Samples
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AL
A Lehner
Adella
Lehner
554 Cecile Center
Dallas
TX
+1 (555) 156 0698
554 Cecile Center
Dallas
TX
Phone
p
+1 (555) 156 0698
Experience
Experience
Boston, MA
Safety Specialist, Community Operations
Boston, MA
Mayert, Greenholt and Lind
Boston, MA
Safety Specialist, Community Operations
- Work directly with users and provide scaled support to resolve their issues
- Communicate insights to Product Management, Engineering, and other cross- functional partners
- Develop and lead end-to-end project plans and ensure on-time delivery of critical initiatives
- Help create policies and machine learning algorithms to solve complex business problems
- Analyze data to identify trends and malicious behaviour, identify user trends, and work cross-functionally on solutions
- Develop methods to respond to and mitigate real world harm
- Develop and maintain strong relationships with XFN partners in eCrime, Policy, Security and Engineering
Philadelphia, PA
Quality Specialist, Community Operations
Philadelphia, PA
Rutherford, Morissette and Goyette
Philadelphia, PA
Quality Specialist, Community Operations
- Develop compelling presentations, data dashboards, and reports that help managers understand their teams' Quality performance
- Developing compelling presentations, data dashboards, and reports that help teams leads and managers understand their teams' Quality performance
- Working closely with Quality Leads/Managers to aggregate, prioritize, and report out on impact of the top quality issues affecting the teams in that location
- Developing and delivering training for Quality auditors in the use of Quality tools, systems, and dashboards
- Partnering with support teams to help them perform quantitative and qualitative analysis of their team's top support quality issues
- Creates documentation and training materials detailing the function of Community Operations’ Quality tools
- You are productive even when multitasking and working without structure
present
Detroit, MI
Escalations Specialist, Community Operations
Detroit, MI
Frami LLC
present
Detroit, MI
Escalations Specialist, Community Operations
present
- Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and procedures
- Track and analyze escalation performance metrics
- Track and analyze escalation performance metrics and SLAs
- Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
- Track and analyze escalation performance metrics and SLA
- Take action on reported content, and remain up to date on key workflow changes, policy updates and operational guidelines
- Be empathetic, sharp and analytical as one works closely with the Legal, and Government bodies across the world
Education
Education
Bachelor’s Degree
Bachelor’s Degree
Iowa State University
Bachelor’s Degree
2 Specialist, Community Operations resume templates
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1
Product Specialist, Community Operations Resume Examples & Samples
- Become an expert in the health and quality of Facebook products
- Monitor and analyze user reports for feedback and bug-related trends
- Collaborate with Engineering and Product Management to shape, support, and execute product goals
- Draft and execute product/feature test plans
- Communicate the impact of product changes to internal stakeholders
2
Specialist, Community Operations, New Grad Resume Examples & Samples
- Work directly with users to resolve their issues, identify user trends, identify bugs, and work with cross- functional partners to resolve issues
- Use signals and insights to develop ideas for scalable solutions to support Facebook and our users
- Gather, analyze and utilize relevant data to develop ways to improve the overall user support experience
- Use your problem solving skills to resolve large and complex business problems
3
Escalations Specialist, Community Operations Resume Examples & Samples
- Be the voice of the community and advocate for Community Operations
- Investigate reported escalations across multiple channels on Facebook/Instagram and respond to user/press or partner inquiries
- Implement best-in-class escalations processes and practices for maintaining and exceeding productivity and quality service level agreements
- Use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support Facebook/Instagram and our users
- Review and assess non-traditional reporting flows for high-risk escalations Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and procedures
- Track and analyze escalation performance metrics and SLAs
4
Quality Specialist, Community Operations Resume Examples & Samples
- Manages investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where routing or automation played a significant role or the decision has an outsized impact if incorrect
- Monitors automation quality data on a routine basis and partners with Infrastructure and Engineering to drive accountability for accuracy of automation decisions
- Builds and tests useful data pipelines and dashboards to improve the visibility and understanding of audit data both independently and at the specific direction of PMs and Manager(s)
- Fulfills ad hoc data requests from global Community Operations teams
- Actively participates in the testing and feedback cycle on new or changing Quality Tools
- Creates documentation and training materials detailing the function of Community Operations’ Quality tools
- Delivers just-in-time training to auditors on new or changing Quality tools as well as “refresher” training on existing tools on an as-needed basis
- Serve as technical expert in Community Operations’ Quality tools with a specific focus on how audits are logged and how audit data can be extracted and manipulated
5
Quality Specialist, Community Operations Resume Examples & Samples
- In this role you will work closely with cross-functional partners, subject matter experts, operations managers and our Engineering, Reporting, and Outsourcing teams. Responsibilities would include but not limited to: Leading urgent, time-sensitive investigations of quality issues to determine root cause and recommend corrective action, requiring an end-to-end understanding of all reporting and review systems, processes, and policies
- Performing weekly qualitative and quantitative analyses of error trends to improve our understanding of where and why mistakes are occurring
- Working closely with Quality Leads/Managers to aggregate, prioritize, and report out on impact of the top quality issues affecting the teams in that location
- Project Managing the local rollout of new or changing Quality Measurement programs
- Developing and delivering training for Quality auditors in the use of Quality tools, systems, and dashboards
- Coaching auditors in best practices for giving feedback during the “Decision Review” audit process
- Performing “audits of auditors” where needed to ensure the integrity and effectiveness of the audit process
- Developing process documentation for in-team quality resources and aggregating feedback about the functionality of quality tools
6
Safety Specialist, Community Operations Resume Examples & Samples
- Develop roadmap and strategy on proactive efforts for Facebook & Instagram
- Develop methods to respond to and mitigate real world harm
- Develop a deep understanding of Safety issues and how it affects our community
- Ability to learn and use tools like SQL, SAS, Hadoop and command line to investigate abuse issues and build out reporting flows and dashboards to track, analyze and highlight work
- Analyze data to identify trends and malicious behaviour, identify user trends, and work cross-functionally on solutions
- Communicate insights to Product Management, Engineering, and other cross- functional partners
- Develop and maintain strong relationships with XFN partners in eCrime, Policy, Security and Engineering
- Escalate real world threats or insights that will help cross-functional teams and serve as primary escalations contact
- Gather, analyze and utilize relevant data to develop ways to improve the overall support experience and reduce incoming queue impact
- Use your problem solving skills to resolve large and complex abuse issues
7
Specialist, Community Operations Resume Examples & Samples
- Discover and respond to reported abuse on the site, enforcing our Terms of Use
- Identify scalable ways of preventing abuse on the site through changes to Facebook features
- Maintain people's safety on the site by prioritizing and swiftly acting on sensitive issues
- Identify opportunities for self resolution of issues through education and sophisticated tools
- Develop scaled solutions that address work flow/operational inefficiencies and product deficiencies
- Develop market expertise to customize the experience for people from different geographies
- Gather insights through quantitative and qualitative analysis of people's interactions with Facebook
- Communicate insights to product, engineering, and other partners within the company
- Deliver solutions for key experience issues through effective problem solving and project management
8
Quality Specialist, Community Operations Resume Examples & Samples
- Developing a deep, process-level understanding of all workflows handled by Community Operations teams in the Austin office
- Partnering with support teams to help them perform quantitative and qualitative analysis of their team's top support quality issues
- Developing compelling presentations, data dashboards, and reports that help teams leads and managers understand their teams' Quality performance
- Leading urgent, time-sensitive investigations of quality issues to determine root cause and recommend corrective action
- Training Quality auditors in the use of Quality tools, systems, and data in 1:1 and classroom-style settings
9
Training Specialist, Community Operations Resume Examples & Samples
- Collaborate with the Community Operations team to understand business objectives and training needs for all new hires across our teams and develop the required curriculum
- Deliver workflow and policy training to our new hires in collaboration with our current training experts
- Design and develop instructor-led (ILT), eLearning, and virtual instructor-led training (VILT)
- Partner with our internal and external vendors to develop and maintain training programs
- Continuously evaluate and update training materials as policies evolve
- Work cross-functionally the Quality, Policy, and Escalations team to help us improve quality of community support, reduce risk, and intelligently scale our training functions as well as assess knowledge gaps and opportunities
- Gather, analyse and utilise relevant feedback and data to constantly improve training
- Create and deliver development training in partnership with our L&D team
- Invest time spent on high touch support to gather insights on tools and policies
10
Specialist, Community Operations Resume Examples & Samples
- 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
- Use market specific knowledge, signals and insights, to spot and scope scalable solutions to improve the support of our community of users in the South Asia market
- Gather insights through quantitative and qualitative analysis of people's interactions with Facebook, and use it to develop ways to improve the overall user experience on the site
- Utilize advanced knowledge of SQL, Excel, Haxl and Tableau to drive efficient analytics, automation, reporting and operations improvements
- Developing team members’ skills related to data-driven approach to regimented problem identification and solving, through direct mentoring and development of effective training material
- Strong interpersonal skills, verbal and written communication skills
- Display a strong bias to doing what’s right for our community in supporting Facebook's mission to #ShipLove
11
Safety Specialist, Community Operations Resume Examples & Samples
- Develop roadmap and strategy for our enforcement tool on Facebook and Instagram
- Develop a deep understanding of Multiple Safety issues and how it affects our community
- Ability to learn and use tools like SQL, Haxl and command line to investigate abuse issues and build out reporting flows and dashboards to track, analyze and highlight work
- Analyze data to identify trends and malicious behaviour, identify user trends, and work x-functionally on solutions
- Develop and maintain strong relationships with key cross-functional partners
- Escalate real world threats or insights that will help x-functional teams and serve as primary escalations contact
12
Specialist, Community Operations Resume Examples & Samples
- This role will require you to become and remain knowledgeable about Facebook products and community standards
- Make well balanced decisions and personally driven to be an effective advocate for our community
- Strong interpersonal skills, verbal and written communication skills and most importantly empathy
13
Escalations Specialist, Community Operations Resume Examples & Samples
- Deliver projects involving quantitative analysis, industry research, and strategy development
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
- Suggest recommendations and influence team strategy through use of effective communication
- The role will require tight coordination with global cross-functional teams including PR/Communications, Public Policy, Legal, Quality and others to problem solve and develop solutions
14
Escalations Specialist, Community Operations Resume Examples & Samples
- Interpret and enforce Facebook/Instagram Community standards and policies, including some basic compliance policies for non US content
- Take action on reported content, and remain up to date on key workflow changes, policy updates and operational guidelines
- Review and assess non-traditional reporting flows for high-risk escalations
- As part of the role, each team member will be required to do some limited but regular content review in a language/market they feel comfortable with (this may include additional workflows), to stay close to Community Operations’ day-to-day operations
15
Market Specialist, Community Operations Resume Examples & Samples
- Resolve issues faced by users on a one-on-one basis, and drive strategic operations planning / improvements in a scalable manner
- Develop domain knowledge and expertise within a key function, identify avenues to improve the domain or introduce new opportunities
- Conceptualize, build and support data pipelines that supply monitoring dashboards and ad-hoc queries
- Conduct ad hoc data analysis based on current team needs, and mentor colleagues
- Identify & drive disruptive transformation to achieve the team’s vision of building & improving trust of the Facebook community
16
Escalations Specialist, Community Operations Resume Examples & Samples
- Passion for helping people
- Broad understanding of Facebook community standards and policies
- Avid Facebook user, a passion for the product and ensuring a good user experience
- Demonstrated ability to use sound judgment, work in a high-stress environment, thrive in chaos, and exhibit grace under pressure
- Ability to drive escalations through defined process to resolution
- Strong conflict management, negotiation skills and a sense of urgency
- Demonstrated experience influencing across functional boundaries globally
- Ability to use and learn tools like SQL and Excel to drive analytics and reporting is nice to have
- The required candidate must have written and conversational fluency in English and German
17
Market Specialist, Community Operations Resume Examples & Samples
- Identify and analyze user trends, identify bugs, and work with cross-functional partners to implement change
- Partner with regional teams to develop scalable solutions to support Facebook's global user base
- Analyze complex support flows and provide recommendations for process, policy and system improvements
18
Specialist, Community Operations Resume Examples & Samples
- Utilize advanced knowledge of SQL, Excel, Haxl and Tableau to drive efficient analytics, insights, automation, reporting and ops improvements
- Partner in, and drive complex projects that have a direct impact on KPIs
- Conduct adhoc data analysis based on current team needs, and mentor colleagues
19
Quality Specialist, Community Operations Resume Examples & Samples
- In this role you will work closely with cross-functional partners, subject matter experts, operations managers and our Engineering, Reporting, and Outsourcing teams. Responsibilities would include but not limited to: Performing weekly qualitative and quantitative analysis of error trends to improve our understanding of where and why mistakes are occurring
- Leading urgent, time-sensitive investigations of quality issues to determine root cause and recommend corrective action, requiring an end-to-end understanding of all reporting and review systems, processes, and policies
- Develop team members’ skills related to data-driven approaches to regimented problem identification and solving through direct mentoring and development of effective training material Consult with cross-functional teams to help them track their effectiveness, identify areas where existing metrics are not adequate, and express problems using an effective combination of quantitative and qualitative data analysis Developing process documentation for in-team quality resources and aggregating feedback about the functionality of quality tools Develop a deep, process-level understanding of all workflows handled by Community Operations teams across markets Partner with support teams to help them perform quantitative and qualitative analysis of their team's top support quality issues
- Degree in a quantitative and/or science discipline from a leading academic institution, or equivalent experience
- 3+ years of experience in a role delivering or enabling 1:1 customer support
- 6+ months of experience with Excel (PivotTable, Charts, Statistical functions) and very basic SQL (WHERE statements, simple JOINs, and aggregate functions like SUM and COUNT)
- Excellent communication skills, including development of effective presentations tailored for a leadership audience
- You are productive even when multitasking and working without structure
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
- Ability to multitask and work independently in an unstructured environment
- 2+ years experience with Lean, Six Sigma delivering process improvements in a cross functional environment
- Exhibit a critical balance of analytical and interpersonal skills
- Exceptional attention to detail and nuance
- Excellent written and verbal communication skills, including development of effective presentations
- Ability to multitask and work in an unstructured environment
- Passion for ensuring a world class user experience
- The ability to read and interpret scripts or other structured code that you have not written is strongly preferred
20
Market Specialist Community Operations, Greek Resume Examples & Samples
- Investigate reported abuse issues on Facebook and respond to user inquiries
- Use market specific knowledge, signals and insights to develop scalable solutions to support Facebook and our users in the Greek market
- Work directly with users to resolve site issues, identify user trends, test products, identify bugs, and work with cross- functional partners such as engineering or product teams to resolve issues
21
Escalations Specialist, Community Operations Resume Examples & Samples
- Be an expert at interpreting and enforcing Facebook/Instagram Community standards and policies, including some basic compliance policies
- Build and implement best-in-class escalations processes to maintain productivity and quality service level agreements
- Be well acquainted with the current world issues and events
- Be comfortable dealing with high pressure , complex escalations and pulling in cross functional experts, when appropriate
- Be empathetic, sharp and analytical as one works closely with the Legal, and Government bodies across the world
- Focused approach to investigate reported escalations across multiple channels on Facebook/Instagram and response to User/Press/or partner enquiries
- Track and analyze escalation performance metrics
- Be a quick learner. This role requires an understanding of technical & qualitative functions across the company, and the ability to implement this knowledge in a high pressure situation
- Explore and building a strong network with the Global team across time zones
22
Quality Specialist, Community Operations Resume Examples & Samples
- In this role you will work closely with cross-functional partners, subject matter experts, operations managers and our Engineering, Reporting, and Outsourcing teams. Responsibilities would include but not limited to
- Utilize advanced knowledge of SQL, Excel and Tableau to drive efficient analytics, automation, reporting and ops improvements
- Develop team members’ skills related to data-driven approaches to regimented problem identification and solving through direct mentoring and development of effective training material
- Consult with cross-functional teams to help them track their effectiveness, identify areas where existing metrics are not adequate, and express problems using an effective combination of quantitative and qualitative data analysis
23
Safety Specialist, Community Operations Resume Examples & Samples
- Develop a deep understanding of Safety issues and how they affect Facebook, Instagram and our communities
- Apply your expertise in quantitative analysis, data mining, and the presentation of data to identify trends and opportunities in reducing negative experiences
- Analyze and interpret data in order to devise hypotheses on how nefarious activity is proliferating
- Help create policies and machine learning algorithms to solve complex business problems and ensure the safety of the community
- Partner with engineers and cross-functional teams to present results and turn analyses into opportunities to mitigate future safety risk
- Be a thought-leader for data-informed initiatives and guide the team’s direction overall
- Partner with Data Science, Product, Engineering and Operations teams to solve problems at scale
24
Launch Specialist, Community Operations Resume Examples & Samples
- Be the Community Operations launch specialist responsible for ensuring Facebook products are operationally thought of prior to their launch
- Collaborate with products teams across Facebook to understand their product roadmaps and assess all Community Operations workflow and process requirements
- Be the expert of the products you are launching, from testing the product, to testing the support workflows and processes
- Manage the launch of new and existing products and communicate the impact of these changes to necessary teams within Community Operations
- Develop product launch playbooks that allow for consistent product launches into Operations
- Manage the operational rollout of product, workflow and policy changes that affect the Community Operations organization
- Conduct needs assessment and change management for launching operations into Community Operations
25
Escalations Specialist, Community Operations Resume Examples & Samples
- 2+ years of experience in an online operations, project management or online escalations environment
- Can remain calm and operates efficiently when dealing with high-pressure escalations, grey areas
- Comfortable pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
- Excellent communication skills via all means of communication
- Bilingual experience strongly preferred. Written and conversational fluency (in addition to English) in one of the following languages: Korean (strong preference) or German
- Self-starting, intellectually curious and creative individual comfortable operation in ambiguity
- Ability to perform in a complex, high-stakes, fast-paced environment
- Ability to thrive in an unstructured environment
- Strong conflict management skills, negotiation skills and a sense of urgency
- Has demonstrated experience influencing across functional boundaries globally
- Ability to use and learn tools like SQL and Excel to drive analytics and reporting is a strong preference
26
Quality Specialist, Community Operations Resume Examples & Samples
- Lead and conduct time-sensitive investigations on high intensity issues affecting the Facebook community in rapid iteration with full stakeholder engagement
- Developing a deep, process-level understanding of all workflows handled by Community Operations teams
- Partner with the Reporting and Analytics teams to ensure data integrity of all audit metrics
- Partner with support teams to help them perform quantitative and qualitative analysis of their team's top support quality issues
- Develop compelling presentations, data dashboards, and reports that help managers understand their teams' Quality performance
- Train Quality auditors in the use of Quality tools, systems, and data in 1:1 and classroom-style settings
- Bachelors degree (Quantitative field such as mathematics, statistics, economics or related field is preferred)
- 5+ years of experience leading and assisting with the implementation of complex operational procedures
- 3+ years of experience with customer engagement management and quality control of high volume customer contact centers
- Expert (5+ years) experience with Excel (PivotTable, Charts, Statistical functions) and Intermediate (2+ years) SQL (WHERE statements, simple JOINs, and aggregate functions like SUM and COUNT)
- Experience with reporting and analytics tools (tableau) and methods (business experiments, visualization, regression) is preferred
- Self-starting, intellectually curious individual comfortable operating in a fast paced, ever changing environment
27
Market Specialist Community Operations Resume Examples & Samples
- Fluency in written and conversational Brazilian Portuguese and English are essential
- Strong analytical skills are essential, ideally prior experience in either Excel and SQL
- Prior experience managing multiple projects is an advantage
28
Safety Specialist, Community Operations Resume Examples & Samples
- Help create policies and machine learning algorithms to solve complex business problems
- Develop and maintain strong relationships with XFN partners in Policy, Security and Engineering
- Use your problem-solving skills to resolve large and complex abuse issues
- Detective-like mentality
29
Product Specialist, Community Operations Resume Examples & Samples
- BA or BS Degree
- Passion for product quality and a positive user experience
- Investigative
- Desire to untangle complex, subtle problems
- Ability to prioritize among conflicting demands
- Understanding of the basic technologies of building websites
- Minimum of 1 year of experience in a product development environment (consumer oriented environment preferred)
- Minimum of 1 year of experience working with data sets
- Experience with Excel (SQL strongly preferred)
30
Quality Specialist, Community Operations Resume Examples & Samples
- Degree in a quantitative and/or science discipline from a leading academic institution, or equivalent experience 3+ years of experience in a role delivering or enabling 1:1 customer support
- 2+ years experience with Excel (PivotTable, Charts, Statistical functions) and intermediate SQL (WHERE statements, JOINs, Aggregate and Window Functions). Experience developing dashboards in Tableau is a significant plus
- 1+ years of Project Management experience preferred
- Willingness and ability to travel overnight internationally when needed (<25%)
- Demonstrated experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
31
Market Specialist Community Operations, Ukia Resume Examples & Samples
- Experience in a customer service/ technical support environment
- Fluency in written and conversational English is essential
- Avid Facebook user, a passion for the product and ensuring an excellent user experience
32
Product Specialist, Community Operations Resume Examples & Samples
- 1+ years of experience working in tech, consulting, or an operational capacity
- 1+ years of experience in a consumer oriented environment
- Ability to prioritize demands
33
Market Specialist Community Operations, Dutch Resume Examples & Samples
- Use market specific knowledge, signals and insights to develop scalable solutions to support Facebook and our users in the Dutch market
- Use your technical and problem solving skills to resolve large and complex business problems
- Ability to use and learn tools like SQL and Excel to drive efficient analytics and reporting
- Passion for supporting the Facebook community
- Self-starting, intellectually curious and creative individual comfortable operating in a fast paced, ever changing environment
- Strategic thinker with strong analytical and creative problem-solving skills
- Fluency in written and spoken Dutch and English are essential
34
Market Specialist Community Operations Resume Examples & Samples
- Use market specific knowledge, signals and insights to develop scalable solutions to support Facebook and our users in the Polish market
- Bachelors degree and/or masters or equivalent experience (mathematics or scientific discipline is preferred)
- Prior experience with tools like Excel and SQL are a plus
- Fluency in written and conversational Polish and English are a must
35
Market Specialist Community Operations Resume Examples & Samples
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the Russian market. Particularly in Argentinian & Colombian market
- Fluency in written and conversational Russian and English are essential
- Prior experience in Excel and SQL are a plus
36
Market Specialist Community Operations Resume Examples & Samples
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the French Markets
- Fluency in written and conversational French and English are a must
- Excellent communication and collaboration skills
37
Safety Specialist, Community Operations Resume Examples & Samples
- Regularly review and remove graphic content that violates our Statement of Rights and Responsibilities
- Analyze data to identify trends in site safety and malicious attacks
- Work directly with users and provide scaled support to resolve their issues
- Partner with Engineering, Security, and Analytics to identify, influence, and execute our abuse fighting strategies and tactics while improving the user experience on the site
- Drive change and collaborate effectively with a variety of individuals and organizations inside and outside the company
- Use sound analysis and impact metrics to solve complex business problems and develop new strategies and processes that increase operational efficiency and deliver better user experience
- 1+ year(s) of work experience in role involving strategic/analytical initiatives (operations, project management, consulting experience, data analysis or technical systems)
38
Escalations Specialist, Community Operations Resume Examples & Samples
- Be an expert on interpreting and enforcing Facebook/Instagram Community standards and policies including some basic compliance policies for non-US content
- Review and assess non-traditional reporting flows for high-risk escalations gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and procedures
- Track and analyze escalation performance metrics and SLA
- Utilize knowledge of data tools to drive efficient analytics, automation, reporting and ops improvements
- Bachelor’s Degree or equivalent experience – a degree in a quantitative and/or science discipline, or equivalent experience in a technical environment preferred
- A self-starter and be able to multitask different priorities of work in a fast paced, ever changing environment
- Experience in using data to prioritize and drive change
- Demonstrated problem-solving approach and analytical skills
- Experience with statistical and data analysis tools such as SQL, Python is strongly desired
- The required candidate must have written and conversational fluency in English and fluency in a second language is strongly preferred
39
Escalations Specialist, Community Operations Resume Examples & Samples
- Investigate reported escalations across multiple channels on Facebook and Instagram
- Respond to escalated user/press/partner inquiries with high quality, speed, and accuracy
- Interpret and enforce Facebook/Instagram Community standards and policies
- Develop and implement scalable solutions to support our global processes
- Partner with cross-functional teams to improve Community Standards enforcement, quality, reporting and tools
- Collaborate with policy and product teams to drive continuous process improvements in the interest of improving user experience
- Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
- Please note that some weekend and holiday work will be required on a shift basis
- Ability to drive high priority and ambiguous cases through defined process to resolution
- Can remain calm and operate efficiently when dealing with high-pressure escalations, grey areas and ambiguity
40
Market Specialist Community Operations Resume Examples & Samples
- Investigate and resolve issues that are reported on Facebook and Instagram such as requests for account support and reports of potentially abusive content
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the Polish market
- Avid Facebook and Instagram user, a passion for the product and ensuring a good user experience
41
Market Specialist Community Operations Resume Examples & Samples
- Investigate and resolve issues that are reported on Instagram and a Facebook such as requests for account support and reports of potentially abusive content
- Passion for supporting the Facebook and Instagram community
- Fluency in Armenian or Georgian advantageous
42
Launch Specialist, Community Operations Resume Examples & Samples
- Lead all project management activities and the successful execution of complex, cross-functional ops support efforts for new products
- Spot and creatively solve complex, cross-functional operational issues, often unique to each project
- Assemble and mobilize cross-functional teams when new products surface
- Advocate for the community and various community operations teams in discussion with product and engineering
- Engage and build relationships with cross-functional teams and stakeholders to ensure that development and operational readiness requirements are understood and implemented
- Develop and apply a broad understanding across all facets of operations, including community support processes, market teams, outsourcing, reporting, workforce management, and so on
- Review, prioritize, and track progress of risks and issues that affect launch support and impact our ability to execute on-time
- Determine volume projections, staffing requirements, training needs, and quality management requirements
- Communicate to cross-functional partners proactively, prepare formal report-out communications, and present to people at all levels of the organization
- Monitor post-launch impact to assess effectiveness of support
- 4+ years in a project management/coordination, management consulting, or similar strategic space
- Ability to communicate effectively to a variety of audiences
- Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment
- Ability to lead and influence cross-functional teams
- Ability to deliver high-quality results in an often ambiguous and rapidly changing business environment
43
Country Specialist, Community Operations Resume Examples & Samples
- 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 Pakistan 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 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
- BA/BS degree 2+ years of professional experience, preferably with a focus on analytical initiatives Strong understanding of Facebook and Instagram platforms and passionate about the company’s mission Strong problem-solving and analytical skills
- Moderate working knowledge of Excel & SQL is preferred 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 organisations Strong written and verbal communication skills in English Fluency in written and conversational Urdu/Arabic/Pashto is essential Demonstratable ongoing connection with community in Pakistan and detailed knowledge of region’s culture and common practices
44
Market Specialist Community Operations Resume Examples & Samples
- Investigate and resolve issues that are reported on Instagram and Facebook such as requests for account support and reports of potentially abusive content
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the CIS market
- Fluency in written and conversational Georgian and English are a must, Fluency in Russian is a plus
45
Market Specialist, Community Operations, Ukia Resume Examples & Samples
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the UKIA market
- A self starter and be able to multitask different priorities of work in a fast paced, ever changing environment
- Technical and data skills such as Excel and SQL are a plus
- Fluency in written and conversational English
46
Training Specialist, Community Operations Resume Examples & Samples
- Collaborate with the Community Operations team to understand business objectives and training needs for all Community Operations new hires and develop the required curriculum
- Work cross-functionally with internal Community Operations teams to help improve the quality of community support, reduce risk, and scale our training functions as well as assess knowledge gaps and opportunities
- Gather, analyze, and utilize feedback and data to improve training
- 3+ years of training experience/background
- Knowledge of a variety of instructional media including instructor-led, online, and virtual instructor-led training
- Understanding of Facebook Community Standards
- Interest in Policy knowledge
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Market Specialist Community Operations Resume Examples & Samples
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the Lithuanian Markets
- Fluency in written and conversational Lithuanian and English are a must
- Fluency in Russian, Polish or Latvian is a plus
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Training Specialist, Community Operations Resume Examples & Samples
- Collaborate with the Community Operations team to understand business objectives and training needs for all new hires and tenured employees across our teams and develop the required curriculum
- Establish and deliver robust training to global CO to ensure smooth and rapid implementation of global programs while deploying a wide variety of training methods
- Working with Subject Matter Experts to support them in training delivery as needed
- Communicate impact, challenges, roadblocks, insights effectively and concisely to appropriate audiences
- Emphasize scale for global support across multiple workflows while meeting requirements for specific regional needs
- Ability to manage projects
- 4+ years of training experience/background
- Interest in policy knowledge
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Market Specialist, Community Operations Resume Examples & Samples
- Become and remain knowledgeable about Facebook products and Community Standards
- Be aware of current events and typical user behavior in the region
- 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 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
- 2+ years of professional experience, preferably with a focus on analytical initiatives
- Strong understanding of Facebook and Instagram platforms and passionate about the company’s mission
- Moderate working knowledge of Excel & SQL is preferred
- 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 organisations
- Fluency in written and conversational Bengali is essential
- Demonstratable ongoing connection with community in West Bengal and detailed knowledge of region’s culture and common practices
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Workforce Planning Specialist Community Operations Resume Examples & Samples
- Own the analysis and impact assessment of the various projects that impact the forecasts, metrics, and capacity for all community operations support teams
- Build optimization and scenario models to assess and evaluate the impact of new projects or initiatives on the key performance metrics in community operations and also how these projects or initiatives will impact all the dimensions of the Community Experience, Employee Experience, Operational Flexibility, and Cost
- Establish and own end-to–end detailed tracking and control processes for all projects and initiatives and the metrics performance across the entire complex global operations
- Collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances
- Prepare and deliver periodic exec-level updates on status, insights and trends to help inform and guide critical business decisions
- Partner closely with multiple cross-functional teams to understand capacity, headcount, location strategy, ops performance, volumes, arrival patterns, handling times, and incorporate proper drivers into the project analysis
- Review data to help in identification of flow/ system deficiencies and work with internal process owners to streamline for continuous improvement
- Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning project analysis
- Bachelor’s degree - preferably graduate in Math, Statistics, Finance, or Economics or other demonstrated expertise in a quantitative field, MBA or Master’s degree preferred
- 3 – 5 years of FP&A, Capacity Planning, Strategy, Finance or WFM experience (preferably in an operations context)
- Experience in project analysis, financial modeling, or decision support required
- Ability to develop frameworks and solutions to high-level questions and concepts
- Excellent project/program management, process development, influencing, modeling, and consulting skills
- Passion and commitment to work on behalf of the customer to create a better community experience
- Strong verbal and written communication, partnership and interpersonal skills - ability to communicate complex concepts in simple terms keeping diverse audience in mind to drive results
- Expert in Excel and PowerPoint with further experience in Tableau and SQL a major plus
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Training Specialist, Community Operations Resume Examples & Samples
- Collaborate with the Customer Operations team & managers to develop the required curriculum for Customer Operations verticals across FTEs, vendors and contractors
- Partner with existing training specialist and vendors to develop and deliver various training programs
- Collaborate with subject matter experts to develop training content
- Continuously evaluate and maintain up-to-date training material and knowledge content
- Gather, analyze, and utilize feedback and data to improve trainings and educational materials
- Help to foster a positive experience for new Customer Operations employees
- Schedule trainings for new hires and existing Customer Operations team members
- Ensure smooth administration of operations, logistics, and communication associated with delivering on-boarding and training programs
- Demonstrate strong leadership skills in communicating complex processes into simple and easy to understand concepts
- Provide feedback to managers on the performance of individual employees
- Bachelor's degree from the United States or equivalent university degree from another country
- Demonstrated understanding of requirements to develop training courses from scratch, through to implementation and post-training assessment
- Demonstrated ability to communicate with a variety of audiences and engage and influence stakeholders
- Experience training and teaching
- Highly organized and detailed-oriented
- Highly motivated with ability to think under pressure, both individually and in team environment
- Experience working with global teams
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Safety Specialist, Community Operations Resume Examples & Samples
- Manage day-to-day Safety operations against quality and efficiency targets in a highly dynamic and fast-paced environment
- Participate in investigations and resolve issues that are escalated to the team regarding potentially abusive content or real-world threats
- Participate in on-call emergency escalation rotation as well as after-hours and weekend duty
- Fluent in one of the following languages: Arabic, Spanish or French
- 2+ years of work experience in role involving strategic / analytical initiatives (project management, consulting experience, data analysis or technical systems) or customer service / operational support
- Simultaneous passion for to helping users and obtaining the truth
- Excellent communication skills, open, collaborative and proven team player
