Summary:

Meta is seeking a Program Manager to join the Journey Design & Improvement team within Global Support Operations. We're looking for someone who is passionate about providing a world-class customer experience across Facebook's family of apps. Offering better support is a key company priority to remove / reduce customer friction thereby improving longterm loyalty and retention and our team is responsible for designing and transforming priority support journeys. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. The ideal candidate will have a proven track record in the strategy, setup, execution, and management of scalable customer focused programs.

Required Skills:

Program Manager, Journey Design & Improvement Responsibilities:

1. Map out current state of E2E support journeys to create a shared understanding of product & operational complexities

2. Identify and lead programs that enable a more cohesive support strategy across Global Operations teams including forums for driving knowledge sharing, scalable processes and metrics health

3. Drive impact through strong executive communication skills and leadership

4. Communicate proactively to cross-functional partners, prepare formal recurring communications, and present to people at all levels of the organization

5. Synthesize complex information and context and draw connection points across multiple teams to provide recommendations on strategy and drive operations and execution

6. Deeply understand Facebook's customer support processes, products and teams and drive recommendations for process, policy and product improvements

7. Influence organizational roadmaps to tackle the company's most impactful opportunities and improve reviewer/agent experiences across Global Operations teams that support our customers

8. Track and analyze key operational metrics to deeply understand the support ecosystem that builds a feedback loop into better supporting our customers and help determine where to focus optimization efforts

9. Apply critical thinking and judgement regarding support needs across multiple competing priorities

Minimum Qualifications:

Minimum Qualifications:

10. 6+ years experience in a project management, customer experience, customer success, management consulting, operations or similar strategic role

11. BA/BS degree or international equivalent

12. Experience leading global projects

13. 5+ years of experience initiating and driving projects to completion with minimal guidance

14. 5+ years of experience doing business process analysis

15. Experience leading senior relationships across large stakeholder groups

16. Experience with executive communication and synthesis of complex or technical concepts to non-technical partners and leadership audiences to influence the strategy of those teams

17. Demonstrated experience keeping up with deadlines under pressure, prioritizing and managing multiple projects simultaneously

Preferred Qualifications:

Preferred Qualifications:

18. Experience in a rapidly changing tech, support or startup environment

19. MBA or Masters in an equivalent field

20. Subject Matter Expertise in one of the following will be an added advantage: Process improvement, customer support operations, design thinking, voice of customer, customer journey mapping

Public Compensation:

$116,000/year to $166,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta 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.