Manager, Community Operations

Facebook | Austin, TX

Posted Date 12/19/2018
Description 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 influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Community Operations is for you.

This role is for a manager on the Cross-Process team within Community Operations. This team works on improving the support experience for different Facebook products - from content like videos and photos to communities like Groups and Pages. The team focuses on ideating, testing and implementing process improvements that enable us to prevent bad experiences for the Facebook community by efficiently reviewing these products at scale and ensuring the review is accurate and achieves the best outcome for the community.

We are seeking a resilient self-starter who is eager to learn, collaborative and a proven team leader and influencer. We're targeting an intellectually curious and creative individual who is comfortable operating in ambiguity — a strategic thinker with strong analytical and creative problem-solving skills. You have a passion for developing others and bring out the best in your teams. You will work directly with our cross-functional team (engineering, product, etc.), as well as all of the teams within Community Operations, to execute global projects from inception to launch.

RESPONSIBILITIES

  • Provide mentorship, guidance and career development to a team of project managers

  • Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results

  • Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes

  • Suggest recommendations and influence team strategy through use of effective communication

  • Coordinate with global cross-functional teams including PR/Communications, Public Policy, Legal, Quality and others to problem solve and develop solutions

  • Advocate for the community support aspect of new products, partnering with global and cross-functional teams to develop global solutions

MINIMUM QUALIFICATIONS

  • 4+ years of experience working in domains such as online operations, informational systems, compliance, risk management, policy, legal operations or management consulting

  • 2+ years of people management experience

  • Demonstrated experience influencing across functional boundaries and/or globally

  • Analytical and problem-solving experience

  • BA/BS degree

PREFERRED QUALIFICATIONS

  • Experience with data analysis and visualization tools (such as SQL, Excel, R, Tableau, or Stata)

  • Experience working in a technology company or consulting firm

Job Category
Operations

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