Facebook Scaled Support Vertical Management Specialist 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.


Our Workforce Management team is responsible for scaling our one to one support & our manual risk decision-making while maximizing the value our customers and consumers get from transacting in our platform. We do so by building and investing in a robust operational model that helps us measure the quality of the experience & risk decisioning and identify opportunities to improve. We partner with all teams across our Developer Operations organization & multiple cross-functional teams across Facebook.

Required Skills:

  1. Become an expert in our Workforce Management operational model as related to Developer Operations.

  2. Collaborate with our Program Management Team in determining Developer Operations Apps Review and Enforcement Experience requirements that allow new products to scale.

  3. Manage projects and coordinate new product support across Workforce Management stakeholders as part of product core teams.

  4. Communicate effectively with key cross-functional partners, including Eng, and others during design, build, launch, and expansion phase of product life cycle.

  5. Develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs.

  6. Manage a series of complex projects and coordinate new product support across numerous operations stakeholders.

  7. Ensure project documents are complete, current and available for staff and leadership review.

  8. See challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed.

Minimum Qualifications:

  1. 5+ years of experience in Program Management

  2. 5+ years of experience working with cross-functional teams

Preferred Qualifications:

  1. 2+ years of experience working in an operations environment

  2. 2+ years of experience in customer support

  3. CAPM or PMP from PMI

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.