Facebook Looking For Director of Customer Experience Operations at Seattle, WA Full Time
QualificationsCommunication skillsCustomer supportGrowing experience
Facebook is seeking an executive for Trust & Safety Operations to lead our Customer Experience organization. Our Customer Experience Operations team is responsible for leading strategic programs that drive greater coordination, consistency and partnerships across Global Operations teams helping to bring the customer experience to the forefront of conversations. We think in customers’ shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. The ideal candidate will have a proven track record in the strategy, setup, execution, and management of scalable customer focused programs. This is a multi-year journey — it’s a complex problem, and we are just 1% finished. We are looking for a leader with deep domain expertise in operations, customer support/experience, product strategy, thought leadership and talent development that can provide vision and strategy in this fast-paced and high growth space and oversee execution and collaboration across a large cross functional set of partners.A successful candidate craves opportunities to build out new spaces from 0>1 while also reinvigorating and re-examining established processes. You see the big picture and what needs to be done, but more importantly why it is important and how it all fits together; You are a structured multi-tasker and a master at prioritization and enjoy bringing different groups together towards a common goal. You deftly work cross-functionally with all levels of people and management. You are an inspiring leader and you know when to dive in and support; specifically, you feel comfortable with leading project management teams or leading/executing projects yourself, if the need arises. You know how to deliver a message to ensure leaders support you and your business; specifically, Executive Communication and presentation experience. Developing the capabilities of a high performing team in partnership with Product, Engineering, Operations, Sales, HR teams is a key aspect of this leadership role.
Define and build the Global Operations support model for this critical company initiative, setting a vision, strategy and driving clear alignment with other functions and teams on responsibilities
Partner closely with the Product Group Lead and the Customer Support leadership team to help shape the future direction and strategy for this effort in Global Operations
Establish strong working relationships with other global teams and cross-functional counterparts to identify opportunities to improve the customer experience and drive operational improvements
Be a strong proponent of Facebook and Global Operations on the goals and priorities in the Customer Support space
Build and retain a world class team through providing mentorship, guidance and career development
10+ years of experience in Customer Support, Operations or Strategy
10+ years of experience leading and growing teams from strategy through to operational execution
Proven track record of transforming operations to provide customer experience through innovation and improvement
Experience building and executing against KPI’s
Proven communication skills and executive presence
Experience working across large matrixed organizations
Proven track record of attracting, scaling and developing teams
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 accommodations-ext@fb.com.
Define and build the Global Operations support model for this critical company initiative, setting a vision, strategy and driving clear alignment with other functions and teams on responsibilities
Partner closely with the Product Group Lead and the Customer Support leadership team to help shape the future direction and strategy for this effort in Global Operations
Establish strong working relationships with other global teams and cross-functional counterparts to identify opportunities to improve the customer experience and drive operational improvements
Be a strong proponent of Facebook and Global Operations on the goals and priorities in the Customer Support space
Build and retain a world class team through providing mentorship, guidance and career development
10+ years of experience in Customer Support, Operations or Strategy
10+ years of experience leading and growing teams from strategy through to operational execution
Proven track record of transforming operations to provide customer experience through innovation and improvement
Experience building and executing against KPI’s
Proven communication skills and executive presence
Experience working across large matrixed organizations
Proven track record of attracting, scaling and developing teams
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 accommodations-ext@fb.com.