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Escalations Specialist
Location : Texas, Austin
Refer job # LKDV339271

Job Responsibilities and Requirements: Responsibilities Be an expert on interpreting and enforcing 's IP policies and use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support and our users Review and process incoming reports of alleged legal rights infringement, as business need arises Provide high touch support and timely solutions to build long term relationships and trust across the customer and partner ecosystem Proactively investigate, troubleshoot, and drive our most sensitive and complex IP escalations to resolution, and communicate to cross-functional partners involved throughout the whole process Serve as the primary communication channel on critical IP issues Identifies and strengthens cross-functional partners and effectively collaborates to achieve transparency, efficiency, and success Implement best-in-class escalations processes and practices for maintaining and exceeding productivity and quality service level agreements Partner with cross-functional teams to solve for areas of need with reports, coverage and tool improvements Be able to 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 Root cause all escalated requests and collaborate with the cross-functional teams to drive continuous improvement to process, policy, product or quality in the interest of improving site and user experience Work on special projects as needed to scale the escalations function Please note that some non-traditional and/or flexible work hours will be required including weekends Minimum Qualifications B.A. or B.S. degree 3+ years of experience in end-to-end project management and/or operations Preferred Qualifications Prior experience with analytical tools (like Excel, SQL, or R) Prior experience dealing with high pressure escalations, grey areas and pulling in cross-functional experts, when appropriate, to resolve issues swiftly while putting users first Knowledge of 's suite of products Understanding of how the broader social media landscape is changing Prior experience thinking strategically about complex issues, leading to thoughtful recommendations and action plans Proven ability to influence others without having positional authority Ability to work directly with global, cross-functional teams to problem solve and develop solutions.



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