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Facebook Scaled Support Performance Analyst in Singapore

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:

We are looking for a Performance Analyst based in Singapore and will be focused on part of the global team who are reviewing how 3rd party apps integrate with Facebook Platform and ensure policies and guidelines are followed.The Performance Analyst will be responsible for Vendor performance improvement methodologies and will provide governance/oversight for the third party management program. This person will have a deep-seated drive for customer service and excellence in delivering operations at scale through a vendor workforce. They will be defining and implementing solutions and insights to enable the highest quality service and support for developers reaching out to Facebook for assistance. The role requires a person that can drive innovation in our international workforce while ensuring that local market demands are being addressed and served.Who are you?If given a vast database, not only would you find useful information in it, but you could organize it into beautiful charts that tell a compelling story. You are a strong communicator and have the ability to translate complex, detailed information into easily digestible, concise content.

Required Skills:

  1. Identify areas of improvements and concerns in business operational areas and recommend appropriate action plans

  2. Develop and implement performance metrics to improve business operational efficiency

  3. Analyze root causes of business problems- focusing on service levels, risks, issues, lessons learnt

  4. Identify, investigate, scope, and escalate performance analysis to drive top line goals

  5. Improve quality & efficiency across our product portfolio

  6. Be the voice of the customer by effectively identifying opportunities, escalating insights and influencing product teams to improve customer experience and increase trust and safety in the platform

  7. Work with other cross functional teams within our org to improve our ecosystem

  8. Leverage our vendors to improve our performance & improve our outsourcing operational model

  9. Generate reports to diagnose vendor performance levels as expected versus as reported

  10. Assist with the development and communication of standards, processes, change documentation and procedures

  11. Compile and maintain vendor documentation in both physical and electronic formats

Minimum Qualifications:

  1. Strong analytical thinking and problem-solving skills

  2. Knowledge and experience with data visualization tools (Tableau or equivalent)

  3. Experience drawing actionable insights from data

  4. 3+ years of experience in project management, data analysis, operations, customer support or similar

  5. 3+ years of experience working with Cross-functional partners & across regions

  6. Ability to quickly adapt to changing priorities and generate innovative solutions in an innovative and fast-paced environment

Industry: Internet

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