The Business Incident Response (BIR) team within Global Response Operations (GRO) strategically coordinates rapid end-to-end resolution of high-level escalations that threaten Meta’s business brands, partner relationships, and revenue streams. The team leads holistic responses to business incidents, providing bespoke, business-critical support to executives during crises by operating off-process and overriding barriers that could delay resolution. The team dynamically prioritizes resources to own mission-critical incidents and works cross-functionally with over 100 teams across Meta.As a Business Incident Response Specialist, you will be a best-in-class specialist with expertise in operations, policy, process, and project management. You will handle complex, executive-level escalations requiring strategic thinking, risk assessment, and rapid decision-making under ambiguity and pressure.

MINIMUM QUALIFICATIONS:

• 4+ years of experience in crisis response, incident management, and operational risk mitigation
• Proven experience in client communications and relationship management, with a sales-oriented mindset to understand and address business needs
• Experience in working effectively under pressure and in ambiguous situations, making sound decisions quickly
• Experience in project management and cross-functional collaboration across wide-ranging teams
• Experience engaging with executives and stakeholders at all levels
• Passion for social media and real-time crisis management
• Possesses the ability to think strategically and effectively evaluate risks

PREFERRED QUALIFICATIONS:

• Experience navigating complex organizational structures and influence without authority
• Experience in a high-stakes operational or crisis response role
• Familiarity with Meta’s internal tools and escalation processes

• Lead rapid, end-to-end resolution of high impact business incidents, coordinating cross-functional teams and stakeholders
• Provide in-depth knowledge of crisis response leveraging technical knowledge of incident management and escalation protocols
• Manage client communications and relationships effectively, acting as a trusted advisor to internal and external partners, including executives
• Operate effectively under impact-focused, time-sensitive environments, maintaining composure and delivering quality decisions
• Collaborate with policy, process, and product teams to identify root causes and implement scalable solutions
• Defend ideas and strategies effectively while remaining open to feedback and adapting as needed
• Embody Meta’s company values and guiding principles in all interactions and decision-making