Facebook General Support Lead, Americas in Mountain View, California


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.


The Media Operations team develops solutions for public figures on Facebook and Instagram by creating scaled systems to address issues impacting their experiences with our products. Our General Support Media Ops team is responsible for delivering support to Facebook partners. We are seeking a leader to manage general support functions: product support including video, creator, gaming, news etc., policy workflows and bugs investigation. Candidates will be data driven, self-motivated, and flexible to frequent changes. They are expected to think creatively about nebulous issues and are passionate about problem-solving. They will also be able to work successfully across teams and countries, and use their technical and analytical expertise to proactively drive solutions for change and ensure safe experiences across the Facebook family of apps. This role is based in Mountain View.

Required Skills:

  1. Become a subject matter expert in workflows spanning a variety of media products disciplines (e.g., process optimization, measurement & reporting) in order to effectively advocate for operational excellence

  2. Build, organize, motivate, and develop a team focusing on maximizing quality and efficiency

  3. Help establish team goals and work with multiple stakeholders on strategies for executing, measuring progress and reporting results

  4. Identify automation opportunities as we scale our support

  5. Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, sales, product management and other operational teams at Facebook in order to implement optimal solution

  6. Improve operations by understanding global challenges and needs, build scalable solutions to address industry segments and constituent pain-points

  7. Identify trends and key insights to drive impact to team goals including product, user experience, and operational efficiency

  8. Work with vendor team to achieve operational efficiency

Minimum Qualifications:

  1. BA or BS Degree

  2. 4+ years of experience in online operations, consultancy, analytics, or related industries

  3. 2+ years of experience as a manager

  4. Experience communicating the results of analyses

  5. Analytical experience

  6. Experience managing results to metrics

  7. Experience leading and developing teams and working with global teams

  8. Experience making business decisions

Preferred Qualifications:

  1. Experience in a fast-paced start-up environment and support operations

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.