Facebook Integrations Program Manager, Messenger in Mountain View, 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:

Community Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Community Operations is for you. We are looking for a Program Manager to join our Integrations team to support Messenger products. We are seeking a resilient self-starter who is eager to learn, collaborative and a proven team player. We count on people who are passionate about protecting users, and are excited to build systems to support millions of people. We value people who think strategically, while still caring for micro-level cases affecting people around the globe. We're looking for an intellectually curious and creative individual who is comfortable operating in ambiguity — a strategic thinker with strong analytical and creative problem-solving skills. This is a full-time position based in our Mountain View, California office.

Required Skills:

  1. Help drive the support strategy with Product, Engineering, Operations and Policy teams

  2. Analyze complex support flows and provide recommendations for process, policy and product improvements

  3. Track and analyze key operational metrics to deeply understand the support ecosystem and help determine where to focus optimization efforts

  4. Work with cross-functional partners to improve the community support experience on Messenger products

  5. Partner with Messenger and Community Operations teams to develop scalable solutions to support the Facebook and Messenger communities

Minimum Qualifications:

  1. BS/BA degree

  2. 5+ years experience working in an Operations, Analytics, Product, Engineering, Consulting, Project Management or equivalent

  3. 5+ years experience initiating and driving projects to completion with minimal guidance

  4. Experience working in, and communicating with global cross-functional teams

Preferred Qualifications:

  1. MBA or graduate degree in an analytical field

  2. Experience with Excel, SQL and/or other data analysis tools

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.