Operations Integrity Program Manager

Facebook | Austin, TX

Posted Date 11/30/2018
Description Community Operations' focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community.
The Global CO Outsourcing team is spread across several offices and supports internal outsourcing teams across all regions by managing our outsourced operations and partner relationships. Outsourcing is a strategically important area for Facebook to support our growth – creating empathy with our community at this scale is a challenge no other company has solved before – and requires talent that can add thought leadership in this area. The Operations Integrity Program Manager will play a key role in helping Facebook to scale our community support while creating a world-class support experience for our community.

RESPONSIBILITIES

  • Partner with a variety of operations team to identify highest impact opportunities, and launch initiatives to build new and transform existing partner management solutions

  • Develop deep operations expertise, gather insights & prioritize requirements to create business cases to drive product and tools strategy

  • Assume overall delivery responsibility for large cross-functional projects and manage end-to-end from inception through to delivery

  • Ensure comprehensive and timely communication across diverse stakeholder teams

  • Analyze trends and provide input on improving metrics including service levels, adherence, forecast versus actual variances, review times and occupancy

  • Be an advocate and ambassador for partner management enablement of operational excellence

MINIMUM QUALIFICATIONS

  • 5+ years of partner management and/or back-office operations experience

  • 3+ years of project or program management experience with large-scale system integration in an operations environment

  • Problem solving and analytical experience and leveraging data to inform decision making

  • Experience with stakeholder management communicating to various levels within an organization

Job Category
Operations

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