Meta Looking For Manager, Commerce Seller Excellence at Austin, TX Full Time

Commerce Operations is a rapidly growing team within our Global Operations function. Its mission is to build and deliver operations to provide the integrity, experience, and support for commerce users across the Meta Family of Apps. We’re growing this team to develop new operation capabilities to support Meta’s growing commerce products, and are looking for people with both the passion and ability to build new operational teams, processes and programs which focus on supporting the customer experience. We partner closely with several cross-functional teams, including product, engineering, and partnerships, to ensure high quality experiences for both people and businesses. Successful candidates for this team are adaptable, creative, have a bias toward action, aren’t afraid of being wrong, and can successfully work across teams & countries. Our Commerce Experience Operations team is responsible for the experience of sellers on Meta platforms. We are advocates for a better customer experience, driving seller-focused improvements, and providing insights for product teams about user experiences. We partner with multiple teams to reduce the friction associated with selling on the platform, increase seller success, and improve the overall seller experience. We are seeking a strong leader to build and launch a new program for valuable seller cohorts which will provide account management support to drive high-value actions and outcomes.

Manager, Commerce Seller Excellence Responsibilities:
Lead a team of account managers who work with internal partnership teams and, externally, directly with sellers.

Create content and build mechanisms to educate account managers and sellers to ensure repeatable processes and effective change management.

Identify, optimize, and scale improvements that can benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations. Develop mechanisms to create accountability.

Define program goals, priorities, and success metrics.

Identify process inefficiencies and propose scalable solutions.

Contribute to business strategy development and identify the correct input metrics that drive growth and improve the end customer experience, in collaboration with cross-functional teams.

Implement and track metrics to record the success and quality of sellers. Use the metrics to inform program design and uncover hidden areas of opportunity.

Possess the ability to manage and deliver against complex goals where strategy is not defined. Able to make tradeoffs between short term seller needs and longer term strategic investment.

Become an expert in Commerce Experience Operations infrastructure, tools, systems, and data.

Collect and analyze customer data to identify new opportunities to drive customer engagement.

Influence and lead seller experience efforts with key cross-functional partners, including Product, Engineering, Design, Policy and others during design, build, launch, and expansion phase of product life cycle.

Minimum Qualifications:
8+ years of experience in product, operations, sales, analytics, or similar

3+ years of experience in Commerce-related business or role

2+ years of people management or mentorship experience

Experience with account management and/or driving seller results at scale

Preferred Qualifications:
Experience with SQL and generating insights from data

CAPM or PMP from PMI

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 [email protected].