Job Description

Job Description:

Meta Reality Labs (RL) is building the next generation of computing devices to bring the world together and make people feel closer. This includes Meta Quest products, AR and VR software and hardware, and research and development labs. We are seeking a highly motivated team player to serve as RL Legal, Case Manager. This role will play a key part in supporting RL’s monitoring and response to customer experiences, and support compliance with key regulatory requirements. You will enjoy working on novel issues and technologies and have the ability to see your insights turned into real world impact.

The ideal candidate is an experienced compliance project or case manager familiar with leading the processes needed to track, assess, implement, and monitor case progress and compliance with legal obligations as it relates to product safety. In partnership with RL Legal partners, they will work closely with customer support teams and product teams to identify, assess, and implement effective tracking and management of customer reports. In addition, excellent judgment and comfort operating with ambiguity in a fast-paced environment is required. This is a great opportunity to work in an exciting, fast-paced environment.

Job Responsibilities:

• Maintain and own Salesforce database for safety related case management, including implementation of updates or database changes.
• Primary escalation point for Customer Support; work directly with in-house counsel, external counsel and insurance vendors.
• Manage communications channels with Customer Support teams on next steps, communications, and timelines for responses.
• Assess, track and monitor customer case progress and compliance with legal obligations, create review documents and present progress and issues through leadership reviews.
• Identify and assess trends from data and report to legal and leadership teams.
• Manage monthly and quarterly reporting to legal and leadership teams; create reports and share out information to relevant stakeholders, as needed.
• Demonstrate sharp attention to detail in executing and reviewing work products to ensure the highest quality deliverables in the allotted time frame.

Minimum Qualifications:

• Bachelor's degree
• Experience working with Salesforce Service Cloud; certifications preferred.
• 5-7 years experience supporting legal projects or programs, including experience working with Tier 2 or higher customer support.
• Excellent communication and coordination skills.
• Excellent judgment and comfort operating with ambiguity in a fast-paced environment.
• Empathy and attention to detail.
• Experience working on legal, compliance, privacy, and/or security related projects.
• Adept at handling confidential and privileged data.