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Facebook Operations Specialist, Workplace in Mountain View, California

Summary:

Business Platform Operations' vision is to be the pre-eminent business operation service organization worldwide. We strive to deliver service excellence so quality businesses can thrive on our platforms in an open and connected world. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. This role is focused on one of the new products, Workplace. (https://www.facebook.com/workplace)Workplace (https://workplace.fb.com/) was built to connect everyone in your company and turn ideas into action.

We are looking for a passionate problem solver to develop both a deep and broad understanding of Workplace's processes and understand where our people, processes, and systems need to improve in order to give help to the people who need it most. Workplace is seeking an experienced person to drive innovation and manage the implementation of projects, strategies and goals. This person will combine a deep knowledge of quality methodology with broad expertise in data analysis, structured problem solving, and project management to directly influence goal setting and its measurement for the team.

Required Skills:

  1. Evaluate support performance including the definition, management and reporting on operational performance targets, working with vendor to execute and deliver on expectations including, but not limited to workflow coverage, utilization, output/productivity and quality

  2. Manage the local rollout of a new quality measurement program

  3. Perform weekly qualitative and quantitative analyses to improve our understanding of opportunities

  4. Improve our operational processes to help us meet our key performance indicators

  5. Become a subject-matter expert on Workplace and train others on new functionality

  6. Be responsible for end-to-end Workplace operational process and handle escalations by providing business solution

  7. Advocate for the customer by influencing product and engineering teams with data to make product changes

Minimum Qualifications:

  1. BA/BS Degree in a quantitative and/or science discipline

  2. 3+ years of experience in a role delivering or enabling 1:1 customer support

  3. Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action

  4. Analytical and interpersonal experience

  5. Communication experience, including development of presentations

Preferred Qualifications:

  1. SQL experience

  2. 1+ years of Project Management experience

  3. Attention to detail and nuance

  4. Ability to perform well in a changing environment

  5. Passion for ensuring a world class user experience

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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