Facebook Partner Operations Specialist, Media Operations in Dublin, Ireland

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 Media Operations team develops solutions for public figures, creators, non-profits and media companies on Facebook and Instagram by creating scaled support to address the issues impacting their experiences with the suite of Facebook products. Our General Support team is responsible for delivering product support to Facebook & Instagram Partners.

We are seeking a Partner Operations Specialist to join the General Support team within Media Operations. This individual will be responsible for managing the support process, quality, reporting, escalations and communication of Facebook's Products for a range of stakeholders. You will leverage data tools and other sources of Partner feedback to identify themes, uncover and prioritize product issues and communicate key takeaways to Product and other teams to shape Product direction. You will work cross-functionally with the teams within Facebook to improve Partner experience.

Required Skills:

  1. Develop and share deep expertise on a range of Facebook and Instagram products

  2. Respond to Partner inquiries with high quality, speed, empathy and accuracy

  3. Become an expert in the support experience for Partners

  4. understand and resolve their inbound product questions and issues

  5. Use excellent communication skills to educate Partners on our products, and provide feedback and recommendations when necessary

  6. Effectively plan and execute team-wide projects to further our mission and improve Partner experience while liaising with cross-functional partners to move these initiatives forward

  7. Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects.

  8. Translate business requirements into implementation plans, furthering our mission of protecting and supporting our Facebook community.

  9. Play an active role by contributing to improving policies, product, process and support system solutions.

  10. Communicate analysis for Partner inquiries to internal stakeholders and use it to build the solutions at scale

  11. Please note that some weekend work hours may be required for this role on a rotation basis

Minimum Qualifications:

  1. BA or BS Degree

  2. 2+ years of experience in an online operations, technical support, or product support environment

  3. Strong communication skills and the ability to work effectively cross-functionally, both internally and externally is essential for success in this role

  4. Ability and experience in independently analyzing and solving problems in uncertain, collaborative and fast-paced environment

  5. Analytical and quantitative skills with knowledge of IT systems

  6. Ability to prioritize among conflicting demands

  7. Demonstrated ability to think strategically about multifaceted issues, leading to thoughtful recommendations and action plans

  8. Ability to quickly absorb training on complex products and tools

  9. Strong interest in quality and Partner experience

Preferred Qualifications:

  1. Experience using a data tools (e.g. SQL, Tableau, etc.)

  2. Fluency in one or more additional languages: German, Spanish, French or Arabic is preferred

Industry: Internet