Facebook

Americas Business Services Program Manager, Product & Service Operations

Facebook

June 11, 2021

Product and Service Operation's mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. Solving problems is at the core of what we do. We put ourselves in customer’s shoes (internal or external) and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. We ultimately help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique position at the intersection of product and service allows us to partner with teams across Facebook to drive our business forward by representing the community and combining quantitative with qualitative signals to drive product launches, improvements and scale operations. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable Facebook’s businesses to thrive.This team is passionate about fostering the growth of communities, businesses and partners advertisers on Facebook by ensuring they have the tools needed to succeed. We are constantly seeking to improve the experiences they have by implementing in-product solutions to better serve their needs at scale and enhancing customer support operations when they need higher touch support.This Program Manager position will be challenged with interacting with managing a wide variety of Facebook solutions with a variety of partner audiences that are using them to advance their business and reduce operational burden, while also identifying innovative ways to solve problems upstream and scale our operations. To be successful, you will have to have strong program and project management skills, be comfortable presenting to different levels of leaders/managers across our Advertiser programs and PSO organization.
  • Understand and translate support needs and experiences of customers (internal and external) to key operational and cross functional partners to activate strategy
  • Inform, influence, and execute new processes based on sound analysis and impact metrics that lead to improvements in efficiency and quality of support
  • Develop compelling data-backed analyses on ways to improve the customer experience—looking at both product fixes and operational improvement opportunities
  • Conduct in-depth investigations to identify and understand trends through leveraging data patterns and soliciting qualitative feedback from users
  • Manage stakeholder expectations and requests across diverse markets
  • Partner with internal training, quality, knowledge, and infrastructure teams to ensure front line teams are accountable, have the resources, and have the systems they need to effectively execute
  • Optimize scale for global support across multiple workflows while meeting requirements for specific regional needs
  • Manage regional and global initiatives to optimize for external partners’ support experience
  • Communicate impact, challenges, roadblocks, insights effectively and concisely to appropriate audiences, including stakeholders
  • Effectively communicate relevant insights around feedback, challenges, and roadblocks to appropriate stakeholders that influence and drive their roadmap prioritization
  • Bachelors degree with 8+ years of experience in operations, sales, program or product management
  • Knowledge of digital advertising marketplace and competitive ad products, as well as the implementation, tracking and design of experiments (A/B testing)
  • Demonstrated experience managing stakeholder engagement and expectations
  • Strategic thinker with analytical and problem-solving experience
  • Experience managing multiple projects simultaneously
  • Demonstrated experience defining and tracking support metrics and implementing programs to improve operational performance
  • Experience working and building relationships with cross-functional teams, delivering impact consistently through communication, influencing teams towards achieving goals
  • Experience initiating and driving projects to completion with minimal guidance
  • Masters Degree or MBA
  • Knowledge of statistical analysis and tools such as SQL or Excel
  • Experience with delivering programs through outsourced vendor partner
  • Experience working with or in support of diverse communities
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.