New Delhi, India
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We are looking for a highly motivated professional for the role of Nodal Contact Person & Grievance officer for WhatsApp in India. This person will coordinate with law enforcement agencies in India, including facilitating timely responses to valid legal requests under applicable law and our policies. This person shall also oversee the Company’s acknowledgement, redressal and response to user complaints and grievances. The ideal candidate will be an experienced professional with significant prior experience in working with and/or within law enforcement agencies and managing user grievance programs. This person would be passionate about WhatsApp and an avid user of the app.
Overseeing 24/7 coordination with law enforcement agencies while working with internal teams to respond to legal requests/requisitions.
Maintaining high standards of judgement while handling numerous time-sensitive escalations with competing priorities.
Ensuring that law enforcement and regulatory requests/requisitions are acknowledged, reviewed and handled pursuant to applicable law and WhatsApp’s policies.
Acknowledging, redressal and disposing of user complaints within legally stipulated time-lines.
Providing regular feedback to internal teams regarding the company’s law enforcement operations in India, areas of concern for those agencies, and cybercrime trends and issues.
Coordinate with cross-functional teams to ensure timely processing of user complaints in accordance with WhatsApp’s internal policies and applicable law.
Advise cross-functional teams on matters of user grievances, redressal program, and process improvements to improve user experience and internal efficiencies.
Collaborate with relevant teams to support response to government inquiries related to user grievances.
Bachelor’s degree or equivalent
10+ years of related experience handling law enforcement matters or similar investigative experience with law enforcement or security agencies, including experience related to cybercrime and online investigations
Familiarity with the Indian legal system and protocols, including laws and procedures about legal requests related to online platforms
Experience of managing user complaints and grievances redressal programs
Ability and willingness to work off hours, including weekends and holidays, to support emergency matters and interact with globally-based company employees
Fluency in both English and Hindi (fluency in another Indian language is an advantage)
Experience and familiarity in the online world, including with internet technologies, cyber laws, security and privacy matters, online safety issues, cybercrime investigations, online content moderation, and related policy topics in India
Experience in reviewing, processing, and tracking legal documents (e.g., civil and criminal subpoenas, court orders, and search warrants)
Experience working within law enforcement authorities and/or security agencies
Experience working on a fast-paced team while exercising strong critical thinking skills, good judgment, agile prioritization, and steady presence of mind in a rapidly changing environment
Experience in analyzing and resolving multiple issues and challenges while meeting tight deadlines in a dynamic, start-up culture, working closely with multiple stakeholders
Willingness to travel frequently within India and occasionally outside the region once the COVID-19 situation resolves