Market Specialist, Global Response Operations, Japan

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

Job summary

A leading tech company in Singapore is looking for a Market Specialist to enhance the user experience for their Japanese market through data analysis and operational support. This full-time role requires fluency in Japanese and strong analytical skills to enforce community standards and address emerging issues.

Qualifications

• Fluency in Japanese for communication and issue resolution.
• 1+ year experience in an operations environment.
• Demonstrated communication and teamwork skills.

Responsibilities

• Enforce on crisis response for the Asia Pacific region focused on Japan.
• Investigate and resolve issues reported on Meta products.
• Analyze key metrics and collaborate to improve processes.

Skills

Analytical skills

Problem-solving

Communication

Education

Bachelor's degree

Master's degree

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 solutions-oriented, data-savvy Market Subject-Matter-Expert (SME) 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 Japan market, 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 flexible and agile, bringing enforcement expertise that can be deployed to shifting priorities and dynamic emergent situations, necessitating local context, language, policy, community or functional expertise.

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

This position is full time and is based in our Singapore office.

Responsibilities

• Work as part of the Japan team, enforcing on crisis response within the Asia Pacific region while specifically representing the Japan market
• Work as part of an On-call Operational structure to enforce on critical content within SEO Markets with a higher focus on Japan
• Use a combination of language and Japan market geopolitical knowledge, understanding of language, social nuances nuances and minority communities, to capture signals and insights to enforce and solve for complex risk and operational issues within the region
• Scope scalable solutions to improve the support of our community of users in the Japan 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 agnostic content 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 enforce on these risks
• Analyze key metrics and collaborate with cross-functional teams 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 Japan, and to work on key enforcement activities to comply with local regulations

Minimum Qualifications

• Bachelors degree and/or masters or equivalent experience
• 1+ year of professional experience within an operations environment
• Fluency in Japanese is essential as this role will involve working on issues in the local language as well as dealing with external clients in that market
• Experience communicating with a variety of audiences and stakeholders from the Japanese markets
• Demonstrated strategic thinker with analytical and problem-solving skills
• Keen interest in supporting the Facebook and Instagram community
• Demonstrated communication and team collaboration experience
• Self-starting, intellectually curious and innovated individual with experience operating in a fast-paced, ever changing environment

Preferred Qualifications

• Experience with vendor management
• 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

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.