Meta Looking For Enterprise Operations Program Manager at Sunnyvale, CA Full Time

Enterprise Operations aims to be the pre-eminent business operation service organization worldwide. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the broader Facebook suite of products. This role is focused on one of the newer products, Workplace. Workplace was built to connect everyone in your company and turn ideas into action.Our vision is to bring the superpowers of Facebook to support, to build community and bring the world closer together at work.We are looking for a passionate problem solver to develop both a deep and broad comprehension of Workplace to understand where our people, processes, and systems need to improve in order to give help to the people who need it most. Workplace is seeking an experienced leader to drive innovation, influence stakeholders, and manage the implementation of effective strategies and goals. This role will help to ensure Workplace support drives customer and partner growth, retention, and advocacy. This person will combine a deep knowledge of customer support methodology with broad expertise in data analysis, structured problem solving, and project management to directly influence goal setting and its measurement for our team. The Enterprise Operations Program Manager drives impact through two key areas of expertise and contribution, focused on customer advocacy and building strong operational excellence in service of creating superior customer and agent experiences.

Enterprise Operations Program Manager Responsibilities:
Leverage quantitative and qualitative data to help shape product development cycles

Act as a Workplace product pillar owner within the Enterprise Operations team

Collaborate with product, design, and engineering teams to ship new, impactful features by authoring support specs, defining support tooling requirements, and coordinating support readiness

Stay up-to-date on all new features, and be fully aware of the product roadmap and product sprint cycles

Support product feature launches, develop and maintain documentation and trainings

Responsible for driving operational excellence by improving support processes and removing issues at source for all aspects of a given product area

Own support processes for issues which arise in their product pillar

Assist on complex bugs and work with the Product team to gather information about outages and product related escalations

Initiate concurrent projects from as early as the ideation, and oversee rollout to completion

Project manage key support initiatives to improve the customer support experience

Perform on-call duties as needed

Minimum Qualifications:
Experience in an operational role delivering or enabling customer support (or a related function)

Experience in project management

Experience using operational metrics to prioritize work, influence decisions, and compel action

Preferred Qualifications:
Project Management certification (i.e. PMP)

Escalation managing complex escalations requiring both quality and timely decision making skills

Experience in ensuring an effortless support experience

Experience monitoring or managing performance of outsourced vendor teams

Exhibit a balance of analytical and interpersonal skills which serves a variety of audiences, both internal and external

Excellent communicator with the experience to clearly explain complex technical products to a various audience

Superior communication skills, including development of presentations

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].