Meta AR/VR Job | Integrity Support Program and Incident Response Lead | Quest
Job（岗位）: Integrity Support Program and Incident Response Lead | Quest
Type（岗位类型）: Operations
Citys（岗位城市）: Burlingame, CA
Date（发布日期）: 2024-2-29
Summary（岗位介绍）
The VR Developer Trusted Experiences team works closely with Legal, Design, Engineers, Operations, Product and Policy teams to identify patterns and behaviors and build developer support solutions for the ever-changing field of integrity. We are committed to maintaining the integrity of our platform and ensuring a positive experience for all developers. As we continue to grow, we are seeking an individual passionate about integrity, process and operations excellence, the metaverse, and the developers creating content for it.
The Integrity Support Programs and Incident Response Lead interfaces with a broad range of internal teams and works closely with the Quest developer integrity operations, Facebook developer operations, data policy, legal, engineering, and product teams to ensure our integrity support programs are robust, efficient and scalable. They will be responsible for overseeing a proactive support program aimed at assisting developers in upholding integrity standards on our platform. Additionally, this role will involve serving as the primary point of contact for incident response, swiftly addressing and working with stakeholders to resolve major issues impacting developers or their experience.
They are knowledgeable about our policies, integrity compliance requirements, and all processes. They leverage a deep understanding of the developer ecosystems, queue based tooling, and compliance processes. The ideal candidate is curious, empathetic, principled, detail-oriented, and attuned to changing integrity requirements.
Qualifications（岗位要求）
2+ years as a lead of operations or as a program manager
Effective communication skills, with the experience to interact effectively with developers, stakeholders, and internal leadership
Developer advocate mindset, proven experience helping app developers overcome challenges to help them succeed
Analytical mindset with the experience to interpret data, identify trends, and make data-driven decisions
Applies independent judgment when solving problems and offers potential solutions
Meticulous attention to detail and follow-through
Prior experience leading a support program
Effective communication skills, with the experience to clearly document complex issues and build consensus on a course of action
Description（岗位职责）
Lead proactive support operations programs, such as the DPA (Data Protection Assessment) for developers overseeing the end to end process, including collaborating with cross-functional teams such Policy, Privacy, Legal, Developer Relations Engineering, TPMs and Comms teams to identify gaps in process, tooling, and developer experience and lead the way in identifying solutions and implementing them
Develop documentation and resources to provide guidance to developers to promote adherence to integrity guidelines and best practices. Conduct training sessions and workshops to empower developers to uphold integrity standards and mitigate risks.
Manage and oversee a team of contractors/vendors responsible for providing support to developers. Set clear expectations, provide guidance, and ensure the team is equipped to deliver high-quality support services.
Monitor platform activity and developer behavior to identify potential integrity risks and emerging issues. Analyze data and trends to proactively address integrity challenges and prevent future incidents. Generate reports and insights to inform decision-making and drive continuous improvement.
Serve as the lead incident response point of contact for major issues impacting developers or their experience. Establish and maintain effective incident response protocols to ensure timely and efficient resolution of issues. Coordinate with relevant stakeholders to investigate incidents, assess impact, and implement corrective actions.
Additional Requirements（额外要求）
Familiarity with implementing and/or supporting regulatory programs
Familiarity with the VR or gaming industry
Experience working with remote/hybrid teams
Experience contributing at both strategic and operational levels
Experience with integrity or scaled support operations
