Meta Looking For Premier Partner Experience, Specialist at Remote Full Time

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 Experience (PPX) 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.

Provide partners with a delightful, high touch, and effective support experience by effectively resolving complex issue support queries with high quality, speed, empathy and accuracy

Investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process

Deal with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly

Partner closely with cross-functional teams including Product & Engineering, Partnerships, and Operations to remain up-to-date on key workflow changes and operational guidelines in order to effectively advocate for process excellence

Identify trends and key insights to drive impact to team goals including product, policy, user experience, and operational efficiency

clearly communicate results of analyses to cross-functional partners

Complete quality reviews and partner with vendors as needed

Proactively identify and lead initiatives by working closely with Program Managers and other Ops professionals to build solutions for emerging trends

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

Experience with communication skills

Experience with multi-tasking and prioritization

Experience communicating the results of analyses in a clear and effective manner

Experience in driving process improvements and working on projects with global teams and cross-functional teams

Experience in the media industry

Familiarity with Meta’s suite of products

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].