Facebook App Looking For Specialist, Premier Partner Support, at Sunnyvale, CA

The Premier Partner Operations (PPO) team develops solutions for partners on Facebook and Instagram by creating scaled systems to address issues impacting their experiences with our products. Within PPO, the Premier Partner Support (PPS) Operations team creates an exceptional partner experience and enables partner success through complex, yet scalable support for new and emerging domains. Our team is on the front lines solving complex, nuanced issues for premier partners. We work to improve the partner’s support experience by finding creative solutions for ambiguous issues, standing up and optimizing existing support channels, and focusing on process excellence. We are seeking a Specialist to join a new team dedicated to providing high touch support for the most complex issues facing premier partners. This individual will act as an Ops ‘special agent’ by investigating, troubleshooting, and driving our most sensitive and complex escalations across PPO to resolution. This Specialist will use strong collaboration and communication skills to solve problems with cross-functional partners on Product & Engineering, Partnerships, and Operations teams. Specialists are expected to think creatively about ambiguous problems and provide an exceptional support experience by driving the end-to-end resolution of issues. We are looking for candidates who are accountable, eager to learn, and excited to strategically solve problems and drive process excellence for premier partners. Candidates are expected to be empathetic, data-driven, curious, excited about getting into the weeds with operational issues, and flexible to frequent changes. They should be able to work successfully across teams and regions, and use their operational skills, analytical expertise and empathy to proactively drive solutions for change. They should be passionate about investigating and conducting root-cause analysis to inform strategic decisions.

Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution

Respond to Partner inquiries with high quality, speed, empathy and accuracy

Become an expert in the support experience for Partners

understand and resolve their inbound product questions and issues

Investigate escalations from internal stakeholders and lead them to resolution

Develop and share deep expertise on a range of Facebook and Instagram products

Make informed recommendations to improve Partner experience with Facebook’s products, supporting workflows, and address areas for product support optimizations

Identify trends and develop solutions to optimize team workflows, introduce new processes and improve partner experience

Effectively plan and execute team-wide projects to further our mission and improve Partner experience while liaising with cross-functional partners to move these initiatives forward

Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects

Play an active role by contributing to improving policies, product, process and support system solutions

3+ years of experience in operations, account management, program management, customer support or related industries

Communication experience and experience working cross-functionally, both internally and externally

Experience in independently analyzing and solving problems in uncertain, collaborative and fast-paced environment

Analytical and quantitative experience with knowledge of IT systems

Experience in prioritizing among conflicting demands

Experience in thinking strategically about multifaceted issues, leading to thoughtful recommendations and action plans

Experience training on complex products and tools

Experience in the media industry

Familiarity with Meta’s suite of products

Experience using data tools (e.g. SQL, Tableau, etc.)

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.

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].