Policy Manager

Tundra Technical Solutions; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Tundra Technical Solutions is seeking a Crisis and Incident Policy Management specialist to support Meta's Global Response Operations. This role focuses on investigating high priority escalations, enforcing policies, and coordinating cross-functional responses to protect users and communities.

You will work with internal teams across Public Policy, Legal, Sales, Product and Engineering, participate in 24/7 on-call shifts including weekends, and translate complex incidents into actionable

Qualifications

• Operational experience in crisis management or policy management.
• Experience handling escalations and risk assessment in a fast-paced environment.
• Ability to influence across functions and manage tight deadlines.

Responsibilities

• Review and investigate high priority escalations across Meta’s apps.
• Enforce terms of service and related policies in sensitive content cases.
• Coordinate with internal teams and surface tooling gaps for escalation management.
• Communicate effectively with Public Policy, Legal, Sales, Product and Engineering.
• Work in a 24/7 on-call rotation with weekend and after-hours shifts.

Skills

Crisis management

Policy management

Escalations management

Risk management

Operations

Communication

Job description

This posting is for a contract assignment with Tundra Technical Solutions to provide services to Meta.

Summary:

Every day, people come to Meta to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta’s Global Operations team exists to help them.

The Crisis and Incident Policy Management (High Priority Escalations Team) is part of Global Response Operations whose mission is to advocate for and protect every person, community, and business from risk. We do this by identifying, preventing and mitigating integrity and support risks across the Meta ecosystem, particularly during critical moments.

The Crisis and Incident Policy Management (High Priority Escalations Team) focuses on strategically investigating, enforcing and coordinating response for the most important issues on Meta’s Family of Apps. The Team designs and implements immediate and mid-term mitigation plans to implement Meta policies and leverage operational expertise. We respond to real-time crises, identify and evaluate emerging risks, conduct risk-related investigations and assess what we could be doing to best benefit our communities. The team is responsible for understanding, communicating and mitigating new, emerging and highly ambiguous operational risks. The team has deep understanding of Meta’s systems across tools, products, policies, processes, which allows us to design and deploy a diverse set of short-term and systemic mitigation strategies to accurately respond to risk across platforms, domains, policy and regions, in close collaboration with XFN. The team is at the forefront of managing crises, elections, and other unknown or fringe issues that occur on our platforms. This is an exciting opportunity to help drive impact and strengthen user trust on Meta’s family of apps.

Responsibilities

• Review and investigate high priority escalations across Meta’s family of apps and respond to sensitive inquiries
• Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material including graphic videos or images
• Interpret and enforce Meta’s terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines)
• Be comfortable using various internal tools for escalations management and ensure tooling gaps are surfaced appropriately
• Adapt to changing requirements and scope on escalations and prioritize requests effectively
• Solve problems on Meta’s family of apps and propose creative solutions in high pressure escalations, ambiguous scenarios and work with a sense of urgency
• Showcase grace under pressure and ensure effective and timely communication with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering
• 24/7 team which requires on call shifts including rotational weekends and after-hours work
• Understand the Escalations ecosystem and leverage different teams for their primary expertise as required
• Proactively and independently gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements
• Ensure seamless collaboration with the Global team and partner cross functional teams
• This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other potential objectionable material. I.e. child exploitation, graphic violence, animal abuse, self-injury and other content which may be considered offensive or disturbing.

Minimum Qualifications

• Operational Experience: 5+ years of operations experience in Crisis Management, Policy Management, Escalations Management, Risk Management, Consulting or a similar role
• Thought leadership: Strategic thinker with proven track record of transforming operations to enhance customer experience through innovation and continuous improvement
• Communication: Demonstrated experience building relationships and influencing across functional boundaries and/or globally
• Demonstrated experience making judgments under tight deadlines and competing priorities

Preferred Qualifications

• 3+ years in a Crisis Management, Policy Management, Investigations role, Trust & Safety or Online Operations for a tech company
• Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal, Government entities or equivalent
• Experience with analytical tools (like Excel or SQL) to drive analytics and operational decision making
• Expertise managing projects or programs across timezones with multiple stakeholders