Facebook Looking For Program Manager, Messenger Surface Operations at Austin, TX Full Time
QualificationsAnalysis skillsPresentation skillsAnalyticsSQLBachelor’s degreeMaster of Business AdministrationBachelor of ScienceMaster’s degree
Every day, people come to Facebook to connect with friends and family, discover what’s going on in the world, interact with businesses, find potential customers, and build community. Facebook’s Global Operations team exists to help them. Within Global Operations, Community Operations’ focus is on supporting our users through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms.We are looking for a Program Manager to join our Integrations team to support Messenger products. We are seeking a resilient self-starter who is eager to learn, collaborative and a proven team player. We count on people who are passionate about protecting users, and are excited to build systems to support millions of people. We value people who think strategically, while still caring for micro-level cases affecting people around the globe. We’re looking for an intellectually curious and creative individual who is comfortable operating in ambiguity — a strategic thinker with strong analytical and creative problem-solving skills.
Drive the support strategy with Product, Engineering, Operations and Policy teams
Analyze complex support flows and provide recommendations for process, policy, and product improvements
Track and analyze key operational metrics to deeply understand the support ecosystem and determine where to focus optimization efforts
Work with cross-functional partners to improve the community support experience on Messenger products
Partner with Product and Community Operations teams to develop scalable solutions to support the Messenger user community
Lead and collaborate on projects that aim to improve our community’s support experience
Develop/design processes to drive efficiency and effectiveness and ensure essential KPIs and service goals are met
6+ years of experience working in an Operations, Analytics, Product, Engineering, Consulting, Technical Program Management or equivalent role
5+ years of experience initiating and driving projects to completion with minimal guidance
Experience leading large-scale software products, features or service launches
Experience working in, communicating with, and leading global cross-functional project teams
Problem-solving, critical thinking, and analytical experience
2+ years of experience analyzing large datasets in SQL, Google Sheets or similar tools to evaluate operational health and identify areas of improvement
Entrepreneurial skills and demonstrated experience to achieve stretch goals in an innovative and fast-paced environment
Experience communicating with and presenting to partners and leadership to influence the strategy and project direction
BS/BA degree
MBA or graduate degree in an analytical or operational field
2+ years of experience working in online abuse prevention, content enforcement, or similar
2+ years of Strategy or Tech Consulting experience
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.
Drive the support strategy with Product, Engineering, Operations and Policy teams
Analyze complex support flows and provide recommendations for process, policy, and product improvements
Track and analyze key operational metrics to deeply understand the support ecosystem and determine where to focus optimization efforts
Work with cross-functional partners to improve the community support experience on Messenger products
Partner with Product and Community Operations teams to develop scalable solutions to support the Messenger user community
Lead and collaborate on projects that aim to improve our community’s support experience
Develop/design processes to drive efficiency and effectiveness and ensure essential KPIs and service goals are met
6+ years of experience working in an Operations, Analytics, Product, Engineering, Consulting, Technical Program Management or equivalent role
5+ years of experience initiating and driving projects to completion with minimal guidance
Experience leading large-scale software products, features or service launches
Experience working in, communicating with, and leading global cross-functional project teams
Problem-solving, critical thinking, and analytical experience
2+ years of experience analyzing large datasets in SQL, Google Sheets or similar tools to evaluate operational health and identify areas of improvement
Entrepreneurial skills and demonstrated experience to achieve stretch goals in an innovative and fast-paced environment
Experience communicating with and presenting to partners and leadership to influence the strategy and project direction
BS/BA degree
MBA or graduate degree in an analytical or operational field
2+ years of experience working in online abuse prevention, content enforcement, or similar
2+ years of Strategy or Tech Consulting experience
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.