Facebook

Project Manager, Actor & Identity Process Teams

Facebook

June 10, 2021

Community Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. We need solutions-orientated, data-savvy, experienced project managers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people and solving complex problems at scale, Community Operations is for you.
Process teams within CO work on improving the support experience for different Facebook products - from content like videos and photos to communities like Groups and Pages. We focus on ideating, testing and implementing process improvements that enable us to prevent bad experiences for the Facebook community by efficiently reviewing our products at scale, ensuring the review process is accurate and achieving the best outcome for the community. The Actor & Identity Process teams mitigate problems related to fake accounts, impersonation and scams; as well as providing account access & identity verification support. Project Managers build a deep understanding of these areas, enabling them to devise goals, deliver projects and implement solutions to meet community needs and mitigate risk for both the community and business, while working closely with multiple partners within various cross-functional teams to drive priorities.
Keeping people safe and creating consistent experiences on our platforms requires both industry-leading policies and processes that allow us to enforce these policies around the world. As part of the Actor & Identity problem process team you will collaborate with Product Managers, UX Researchers, Data Scientists and Engineers to proactively identify and guide strategic projects geared towards reducing bad experiences on our platforms.
In your role as Project Manager you will identify areas for process improvement, intelligently scale our operations through optimization & automation, and help to remove & prevent actor level abuse(s). A successful candidate will have strong critical thinking and problem-solving skills, the ability to navigate ambiguity and will seek out strategic opportunities to improve how systems and processes work.
This is a full time position, based in the Dublin EMEA Headquarters
  • Develop a deep understanding of problem area issues and how they affect our community.
  • Identify, track and analyze key operational metrics from complex support flows to understand the support ecosystem and help determine where to focus optimization efforts for process, policy and product improvements.
  • Deeply understand the architecture and integration points of Facebook's community support processes, products and policies.
  • Partner with regional Product, Data Science, Engineering, Operations, Policy & Legal teams to enable new product launches & develop scalable solutions to support Facebook's global user base.
  • Identify actionable insights, suggest recommendations and influence team strategy for planning, execution & analysis through effective communication.
  • Extensive experience working in an Operations, Analytics, Product, Engineering, Consulting, Project Management or equivalent team.
  • Multiple years experience initiating and driving projects to completion with minimal guidance.
  • Multiple years experience conducting business process analysis.
  • Experience communicating results of technical analyses with non-technical partners and leadership teams to influence the strategy of those teams.
  • Strategic thinker with strong analytical and creative problem-solving skills.
  • * trategic thinker with strong analytical and creative problem-solving skills. * Experience being a connector across teams and managing a program/project against KPIs through to completion.
  • Self-starting, intellectually curious and creative individual comfortable operating in ambiguity.
  • Excellent written and verbal communication skills.
  • Bachelor's, advanced degree in a quantitative field such as Mathematics, Statistics, Economics or related field or degree level commercial experience
  • Experience working in a technology company or consulting firm.
  • Proficient in the use of SQL or alternative query language.
  • Experience working with data visualization tools (e.g. Tableau).
  • Experience working with Excel, R or similar to perform advanced data analysis.
  • Experience using a project management method (e.g. Scrum, Lean, Waterfall).
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.