Critical Response Manager

Meta; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology company in Singapore is seeking a Critical Response Manager to handle critical events and crises. The role involves 24/7 crisis management, cross-functional coordination, and communication strategies. Candidates should have over 4 years of experience in crisis management along with excellent problem-solving and communication skills. This position requires managing sensitive issues and engaging various stakeholders to ensure effective responses and improvements.

Qualifications

• 4+ years experience in crisis, risk, and/or trust and safety management.
• Project management and problem-solving experience.
• Experience operating in ambiguity and discerning misalignment.
• Excellent communication skills for a wide range of audiences.
• Knowledge of global current events and social media impact.

Responsibilities

• Manage planned and unplanned critical events and crisis.
• Provide 24/7 crisis support and coordinate partner responses.
• Craft communications for company visibility into critical events.
• Document feedback from post-critical events for continuous improvement.

Skills

Crisis management

Problem-solving

Excellent communication

Stakeholder engagement

Attention to detail

Job description

The Global Response Operations organization within Global Operations responds to real-time crises, proactively identifies and evaluates emerging risks, conducts risk-related investigations, and assesses what we could be doing to best benefit our community. By understanding and consistently managing incidents and real-time crises to resolution, the organization drives continuous improvement with our partners across Meta.

The Critical Response Operations team provides 24/7/365 management for the most sensitive, multi-domain, novel issues impacting our business. We serve as the coordinators uniting Ops efforts across high-priority events and key business priorities, including elections IPOCs (Integrity Product Operations Centers), unplanned geopolitical crises, and developments likely to have out-of-scale implications for Meta integrity systems. Secondly, our team is responsible for the management of top priority High Risk Harms, acting as the single voice for our Global Response Operations teams. Our mission is to integrate all necessary Operations activities to effectively mitigate, prepare for, respond to, and recover from critical events and crises, continuously enhance the company’s comprehensive approach to response management, and protect our communities during the world’s most acute moments.

Critical Response Manager Responsibilities

• Serve as primary Global Response Operations single-threaded owner for planned and unplanned critical events, including Planned Election Integrity Product Operation Centers (US2024, India & EU Parliamentary Elections) and unplanned geopolitical crises/triggers.
• Manage planned new product launches (Threads, Meta Verified for Business) and events or developments expected to impact Meta Family of Apps or require coordinated Operations response.
• Provide 24/7/365 crisis support, including end-to-end management of pre, during and post critical event mitigation efforts, prioritization, cross‑functional partner coordination, logistics and staffing.
• Deploy bespoke operational, product and/or policy levers in partnership with sister teams to address priority risks.
• Share organization‑wide or leadership communications updates on complementary workstreams that contribute to the response effort.
• Deliver risk scoping and problem solving for nuanced, emerging or ambiguous issues, such as providing initial assessments of potential on‑platform integrity risks posed by Product, Policy, Operational developments and/or external triggers.
• Lead and coordinate cross‑functional partner asks, crafting solvable problem statements and designing quick‑turn operational solutions to mitigate or prepare for such issues.
• Craft communications that provide cross‑company visibility into coordinated critical event management efforts and consistently measure and document Global Operations / Global Response Operations impact and progress.
• Document, deliver, and implement post‑critical event feedback to reinforce clear ownership and accountability while anchoring continuous improvement and operationalizing lessons learned.
• Maintain stakeholder relationships across Global Response Operations, Strategic Response Policy, Global Response, Public Policy, Communications, Cross‑Integrity, Integrity Operations teams and more.
• Contribute to team knowledge management and training needs.
• Note: This is a 24/7 on‑call role; some late night, weekend and holiday work will be required on a shift basis.
• Exposure to potentially graphic and/or objectionable content may occur, including child exploitation, graphic violence, self‑injury, animal abuse and other disturbing material.

Minimum Qualifications

• 4+ years experience in crisis, risk and/or trust and safety management.
• Project management and problem‑solving experience, including prioritizing multiple functions and incoming asks in real time.
• Experience operating in ambiguity, discerning misalignment, solving problems and proposing out‑of‑the‑box solutions in time‑sensitive situations.
• Attention to detail and sense of urgency in work.
• Excellent communication to a wide range of audiences, including executives and leadership.
• Experience engaging varied stakeholder partners to achieve common goals.
• Demonstrated ability to influence across functional boundaries and/or globally and switch context across different problem areas.
• Cross‑functional relationship building, conflict management and negotiation skills.
• Aptitude for understanding and contextualizing operational workflows.
• Knowledge of global current events, including geopolitical developments and how they may manifest on social media platforms.
• Experience working with potentially graphic and objectionable content.

Preferred Qualifications

• Demonstrated experience presenting data insights and trying new approaches, balancing risk and impact.
• Demonstrated track record of presenting to C‑suite leadership in a concise, clear manner.

About Meta

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.