Facebook Director, Post-Sales Operations in Menlo Park, California

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:

As Director of Post-Sales Operations at Facebook AR/VR you will act as chief customer advocate while leading our post-sales organization and driving customer success, adoption, and retention across all AR/VR products, markets and channels. Your mission will be to develop and lead a team delivering world-class, multi-channel, customer-facing support and service operations capabilities. Your ultimate goal is complete customer satisfaction.

Required Skills:

  1. Establish, implement, adapt, and lead global post-sales support strategy and approach for all customer types, including consumers, industry verticals, SMB, and other key markets.

  2. Earn recognition as the leader representing customers and earn the moniker of Chief Customer Advocate.

  3. Collaborate closely across a broad swath of Facebook teams, including Sales, Marketing, TechOps, Product, Engineering, and Community Operations, to drive feedback on product and overall customer experience standards, improvements, and features.

  4. Direct all aspects of customer care, technical support, and repair/refurbishment business functions.

  5. Develop overall standards and metrics for the functions, optimizing for customer success and satisfaction.

  6. Focus on customer experience with both the products and the company.

  7. Improve customer experience, team efficiency and processes. Drive content development and adoption of support knowledge base through our user community.

  8. Operate at both a strategic and a tactical level to drive outcomes, customer satisfaction, success and growth.

  9. Define strategic goals for the organization, set its vision and tone.

  10. Act as an advisor to the internal teams and leadership to provide insights on customer issues.

  11. Serve as customer advocate, engage and facilitate any teams necessary to support the customer relationship and ensure a seamless experience.

  12. Benchmark key metrics and direct the collection of data to demonstrate value.

Minimum Qualifications:

  1. 15+ years business experience including leading customer experience, customer/technical support, and customer service (refurbishment/repair) business functions within a variety of vertical markets.

  2. Cross-functional partnership experience, with experience in navigating across teams with competing objectives to achieve business requirements.

  3. Communication experience including up/down/lateral communications.

  4. Experience in partner selection, negotiation, performance management across functions.

  5. Experience in entrepreneurial environment.

  6. Bachelor’s degree.

Preferred Qualifications:

  1. Master’s degree.

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.