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Facebook LATAM Learning Partner, Product & Service Operations in São Paulo, Brazil

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:

Facebook is looking for an experienced Learning Partner to join the GMS Learning team. This position will partner with multiple teams across Facebook, most specifically within the GMS Learning global team and LATAM stakeholders across the Product & Services Operations (PSO) organization that focuses on customer support efforts to our advertisers. This role will be responsible for working with PSO stakeholders to understand and consult on learning and educational needs for our outsourced agents and helping manage vendor partners within the region.

The ideal candidate will have strong understanding of Facebook's advertising suite, a customer services and/or sales/marketing background, experience running global projects (global training or enablement programs), knowledge of the outsourced space and a passion for driving the success of advertisers on Facebook through excellent customer support. This position is full-time based in the Sao Paulo office.

Required Skills:

  1. Build relationships with PSO leaders and their teams as well as external outsourced vendor partners in the region to collaborate on intake and assessment of learning asks and objectives, train-the-trainer and design and delivery of some educational content and programs

  2. Work with Curriculum Managers to consult on the design and maintenance of on-boarding curriculum helping personalize it for the outsourced audience ongoing learning and development (e.g., product/ solutions knowledge, workflow/processes, tools and customer support skills)

  3. Work with an Instructional Design team to help build content, including digital learning and instructor led training materials

  4. Oversee and consult with vendor partners on their educational plan for agents helping track what training happens when and approving vendor developed content for accuracy and clarity all to ensure they are set up for success

  5. Ensure vendor trainers are equipped with all policy, product, process, tools and solution content that they need in order to multiply knowledge in the outsourced operations

  6. Leverage global enablement programs to scale training across the Product & Service Operations team with consistency, while localizing content and training for regional needs and nuances

  7. Interface with many cross functional teams to leverage content and deliverables to help optimize agent enablement and scale to a large number of call centers

Minimum Qualifications:

  1. BA/BS degree in Marketing, Communications, or other related field

  2. 5+ years working experience within any of the following fields: customer support, client services, sales/service operations, and training or enablement

  3. Facilitation skills, with experience in content development and delivery

  4. A proven ability to prioritize work and maintain a backlog

  5. Project management expertise and experience running strategic projects with cross-functional teams

  6. Crisp communication and presentation skills with proven history of success working with executive level leaders

  7. A desire to collaborate and leverage knowledge in order to increase efficiency across many different teams at Facebook

  8. Strong stakeholder management skills including ability to influence others and build bridges

  9. Fluent communication in English and Portuguese

  10. Willingness to travel up to 35% of the time

Preferred Qualifications:

  1. In depth knowledge of the Facebook ad products

  2. Experience working with outsourced employees, especially call centers

  3. Experience working with a global team

  4. A good eye for visually appealing presentations or experience working with design software

Industry: Internet

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