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Facebook Manager of Transportation Engagement 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:

Do you have a passion for encouraging more sustainable transportation choices? Do you want to solve the Bay Area commute? Facebook is looking for an experienced outreach, communications, marketing and customer service manager with a passion for sustainable transportation. In this role, you will be responsible for developing communications, marketing, public relations and customer relationships in support of Facebook's transportation programs and services in the San Francisco Bay Area. You will provide strategic decision-making support to guide the daily operations and optimization of our transportation services and programs based on feedback from our customers and stakeholders.

Successful candidates for this role will need well-rounded experience in drafting copy to communicate complex programs, developing change management marketing campaigns, leadership experience, strong interpersonal skills and be able to work collaboratively with cross-functional teams. The incumbent must be self-directed, creative, innovative, have a customer-friendly manner, have the ability to provide strong leadership when appropriate, and be capable of explaining a wide variety of transportation services in a simple, straightforward way. This role will report to the Head of Transportation Operations for the Bay Area and is located in Menlo Park, California.

Required Skills:

  1. Develop message strategy that supports transportation marketing and communication goals.

  2. Manage design and production of promotional pieces, creating original copy for postcards, posters, pamphlets, brochures, web pages, news releases, and other publications promoting transportation.

  3. Oversee the management of customer relationships and experience as delivered by the transportation customer service agents. Collect meaningful feedback and insights to help guide program and service improvements.

  4. Articulate audience motivations, product/program benefits, and recommend key messages. Utilize best practices and direct marketing techniques to reinforce effectiveness.

  5. Manage third party vendors and consultants in the delivery of marketing efforts, customer service operations, content development, etc.

  6. Develop and maintain the brand for Facebook's Transportation programs.

  7. Develop an outreach program to provide 1 on 1 personalized commuter assistance.

  8. Develop and oversee a process for engaging with Advisory Committees that represent key customer groups, such as by line of business, mode of commuting, campus or building service, home region, etc.

  9. Oversee and evaluate market trends and adjust marketing strategy to meet changing market and competitive conditions.

  10. Develop survey tools to assess the success of marketing efforts, analyzing data regarding participation in employee transportation programs and recommending refinements, if necessary.

Minimum Qualifications:

  1. BA/BS degree in Communications, Marketing, Customer Service Operations, Sales field, or equivalent experience

  2. 7+ years of experience in Communications, Marketing, Customer Service Operations, Sales or related field

  3. Experience working in a team environment and across functional lines

  4. Combination of education and experience that demonstrate the conceptual, analytical, management, and communications experience for the development and implementation of policies and programs

  5. Demonstrated experience providing customer service

  6. Proofreading experience and experience using sound judgment in following policies and procedures

  7. Demonstrated experience in communicating to audiences and comfort in representing companies and the department to the community and general public

  8. Experience managing priorities

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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