Market Specialist, Global Response Operations, Greater China Region

FACEBOOK SINGAPORE PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading tech company in Singapore is seeking a Market Specialist to support operations in the Greater China Region. The role involves enforcing standards, resolving account issues, and optimizing processes. Candidates should have a Bachelor's degree, fluency in Mandarin, and at least 1 year's experience in operations. This position offers the opportunity to shape user experience across platforms.

Qualifications

• 1+ years of professional experience within an operations environment.
• Experience communicating with various audiences in GCR markets.
• Keen interest in supporting the Facebook and Instagram community.

Responsibilities

• Enforce crisis response for the GCR market.
• Investigate and resolve user account issues.
• Scope scalable solutions for the GCR market.

Skills

Fluency in Mandarin

Analytical skills

Problem-solving skills

Communication experience

Team collaboration

Self-starting and innovation

Education

Bachelor's degree or equivalent experience

Tools

Excel

SQL

Tableau

Job description

Global Response Operations focuses on supporting users through scalable solutions that match the observed community needs. We are looking for influencers who can align cross-functional partners to ensure the best possible experience for users on our platforms.

The Global Response Operations SEO (Specialized Enforcement Operations) team is seeking a data-oriented Market Specialist who has keen interest in providing a great support experience for our community of users and advertisers.

The Market Specialist will work with the Asia Pacific team to review and enforce on content reported for potential abuse, resolve user account issues, improve the overall support experience for Greater China Region (GCR), as well as solve enforcement issues across a wide range of Meta markets. In SEO the team specifically focuses on high priority, complex or regulatory enforcement demand, where our systems or scaled solutions need specialized support. SEO’s team is agile, bringing enforcement expertise that can be deployed to shifting priorities and emergent situations, necessitating local context, language, policy, community or functional expertise.

The Market Specialist will be part of a data-oriented environment that works to protect our communities by enforcing on and will also help scale our operations by optimizing and automating processes, solving complex problems and, most importantly, helping to prevent them.

Responsibilities

• Work as part of the GCR team, enforcing on crisis response within the Asia Pacific region while specifically representing the GCR market
• Work as part of an On-call Operational structure to enforce critical content within SEO Markets with a higher focus on GCR
• Use a combination of language and GCR market geopolitical knowledge, understanding of language and social nuances and minority communities, to capture signals and insights to solve complex risk and operational issues within the region
• Scope scalable solutions to improve the support of our community of users in the GCR market and in partnership with other regions
• Investigate and resolve issues that are reported on Meta products, 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
• Support enforcement efforts on content agnostic that originates from multiple sources globally, where language expertise is not required
• Support enforcement efforts identifying integrity risks to our local and regional advertising business and mitigate these risks
• Analyze key metrics and collaborate with cross-functional stakeholders to improve our processes and tools
• Build subject matter expertise around abuse areas prevalent in the region and work with the team on enforcement efforts to manage and control impacts
• Investigate emerging risk across the region and influence cross-functional resolution. Provide input and support on policy recommendations using geopolitical as well as operational understanding with cross-functional partners
• Remain up to date on key workflow changes, operational guidelines, policy updates and our Community Standards
• Support the operationalisation of regulations in GCR, and to work on key enforcement efforts to comply with local regulations

Minimum Qualifications

• Bachelors degree and/or masters or equivalent experience
• 1+ years of professional experience within an operations environment
• Fluency in Mandarin is required, as this role will involve working on issues in the local language as well as dealing with stakeholders in the market
• Experience communicating with a variety of audiences and stakeholders from the GCR markets
• Demonstrated strategic individual with analytical and problem-solving skills
• Keen interest in supporting the Facebook and Instagram community
• Demonstrated communication and team collaboration experience
• Self-starting and innovated individual with experience operating in a time-sensitive, ever changing environment

Preferred Qualifications

• Technical and data skills such as Excel and SQL and experience with visualisation tools such as Tableau to drive efficient analytics and reporting
• Experience with training, quality assurance or metrics analysis
• Experience with vendor management
• Working proficiency in Cantonese is preferred

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.