Project Context
Meta's Ads Integrity Operations team is seeing a sharp increase in advertiser complaints because manual review queues for Facebook and Instagram ads have become unstable after a recent policy and tooling update. You are the Operations Manager leading a 16-person cross-functional effort across Operations, Engineering, Policy, and Data Science to stabilize performance before the holiday ads ramp in 10 weeks.
The team has identified several operational problems: repeated reviewer routing errors in an internal review surface, inconsistent policy guidance causing rework, a backlog spike in high-risk ad categories, and unreliable SLA reporting in internal dashboards. Some leaders want quick workarounds to protect near-term advertiser experience, while others want engineering to pause launches and build durable fixes.
Key Stakeholders
- Director of Ads Integrity Ops wants SLA recovery within 3 weeks
- Engineering Manager for the review tooling team wants to minimize unplanned roadmap disruption
- Policy lead wants consistent enforcement and low false approvals
- Sales and advertiser support teams want faster turnaround for top-spend advertisers
- Finance partner is enforcing a strict operations budget cap this quarter
Constraints
- Timeline: 10 weeks until holiday ramp; first executive checkpoint in 14 days
- Budget: $180,000 remaining this quarter
- Team: 16 people; no new headcount approved
- Engineering capacity: only 2 engineers available at 50% allocation for unplanned work
- Ops capacity: overtime cannot exceed 8% of weekly hours
- Current backlog: 42,000 ads; SLA miss rate is 18%; target is under 5%
Complications
- A separate Meta policy launch in 4 weeks may increase review volume by another 12%.
- The dashboard used in Workplace reporting may be undercounting SLA misses by 6-8%, so leadership may not trust the baseline.
- The VP has asked whether a workaround for top 200 advertisers should be prioritized even if it delays systemic fixes.
Deliverables
- Define a framework for deciding which problems get a long-term fix versus a temporary workaround.
- Propose a 10-week execution plan with milestones, owners, and dependency management.
- Recommend how to sequence work across tooling, policy clarification, staffing, and reporting.
- Identify the top risks, trigger points, and mitigation plans.
- Specify success metrics and how you would communicate trade-offs to stakeholders.
