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Facebook Program Manager, Product and Service Operations in Austin, Texas

Intro:

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Summary:

The Product & Service Operations (PSO) team helps businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support millions of advertisers across dozens of complex products. Our unique view on both product and service allows us to partner with teams across Facebook to drive our business forward by representing the voice of the customer and combining quantitative with qualitative signals to drive product improvements and scale operations. PSO is made up of multiple teams that focus on alpha/beta product testing, operational and technical support for business products, data management, and scaling the process of measuring outcomes from Facebook media buys.

The ideal candidate will have experience guiding product development strategy with engineering and product teams; proven track record with the setup, execution and management of complex projects; a passion for growing customer satisfaction through efficient operations and service excellence; a keen eye for identifying and scaling processes and workflow opportunities.

Required Skills:

  1. Make sense of ambiguous, disjointed tools and processes involved in the global Facebook customer support process and develop holistic solutions to connect the processes and improve the customer experience

  2. Build and manage support programs across multiple regions, tiers, verticals effectively and to appropriate SLAs

  3. Take a data-driven approach to managing outsourced programs across multiple locations

  4. Ability to manage regional projects/programs (with vendor providers, for cross-functional stakeholders) and communicate the trade-offs between metrics in managing them to stakeholders

  5. Collaborate cross-functionally with Sales, Operations, and Product teams to implement optimal solutions to thematic issues

Minimum Qualifications:

  1. Bachelor’s/Master’s degree with 2+ years of operational, analytical and process experience

  2. Experience managing multiple projects simultaneously

  3. Demonstrated experience managing stakeholder engagement and expectations

  4. Demonstrated experience working on product development and/or partnering with technical/engineering teams

  5. Experience initiating and driving projects to completion with minimal guidance

  6. Strategic thinker with analytical and problem-solving experience

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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