Regulatory Escalations Specialist

Salt is seeking a ‘Regulatory Escalations Specialist’ to develop scaled solutions to user issues and deliver qualitative and quantitative insight into user behavior. This individual will work to improve the overall user escalations experience in the community and will be responsible for working cross-functionally across teams to help us intelligently scale the escalations’ function. We are seeking a team-oriented strategic thinker who can optimize processes, go deep on investigations, solve challenging problems and most importantly, help prevent them in future.

Responsibilities

· Be an expert on enforcing Community standards and policies including some basic compliance policies

· Investigate reported escalations across multiple channels on and respond to sensitive global partners inquiries

· Address traumatic, sensitive and potentially offensive content

· Communicate results of technical analyses with non-technical partners

· Gather, analyse and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements

· Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first

· Attention to details is a must – Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards

· Deliver projects involving quantitative analysis, industry research, and strategy development

· Utilize strategic tools, systems, and data to help the team analyse trends and deliver insights to define goals and improve processes

Minimum Qualifications

· 7+ years of experience managing large-scale operations in a technology or social media company

· Experience in investigations, internet safety or equivalent environment

· Ability to multitask different priorities in a rapidly changing environment

· Strong project management and operations skills

· Sound judgment and ability to thrive under pressure

· Strong conflict management and negotiation skills

· Ability to influence across functional boundaries globally

· Experience defining process and operational guidelines

· Proficiency in tools such as SQL and Excel to drive analytics and reporting

Manage your job search in the right direction by applying via the links below. Alternatively, you can reach out on nagarwal@welovesalt.com for more details. (CEI No: R1223390 | License No: 07C3147)

Salt is acting as an Employment Business in relation to this vacancy.