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Facebook was built to help people connect and share, and over the last decade our tools have played a critical part in changing how people around the world communicate with one another. With over a billion people using the service and more than fifty offices around the globe, a career at Facebook offers countless ways to make an impact in a fast growing organization.
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. We are looking for a passionate leader to develop both a deep and broad understanding of Facebook’s review policies and processes and partner with local Team Leads and Managers to ensure a world class support experience for the members of the Facebook Community who need our help.
Responsibilities
- In this role you will work closely with cross-functional partners, subject matter experts, operations managers as well as our Engineering, Reporting, and Outsourcing teams. Responsibilities would include but not limited to: Passionately telling the story on behalf of Facebook's Community of why Quality matters, build consensus, and inspire others to move fast on fixing problems
- Providing mentorship, guidance, recognition to your team members and fostering their career development
- Driving accountability with other team leads and managers to meet or exceed Quality measurement targets
- Identifying and socializing areas where local teams are understaffed or otherwise unable to properly monitor Quality on a daily/weekly/monthly basis
- Partnering with your team members to conduct urgent, time-sensitive investigations of quality issues to determine root cause and recommend corrective action, requiring an end-to-end understanding of all reporting and review systems, processes, and policies
- Continually assessing and sharing the impact and risk to customer satisfaction resulting from Quality issues
- Driving alignment with cross-functional partners on new and evolving Quality measurement efforts
- Sharing with a global leadership audience your team's and office's progress on Quality initiatives while recognizing the contributions of team members and cross-functional partners
Requirements
- 6+ years of professional experience within operations or customer support/service organization(s)
- 4+ years of combined experience either as a people manager on a team delivering or enabling 1:1 Customer Support or as a senior program/project manager leading cross-functional quality improvement projects and teams
- 2+ years of people management experience
- Quality certification (e.g. Lean Six Sigma, TQM, etc.) is preferred but not required
- Willingness and ability to travel overnight internationally when needed (<25%)
- Proven track record of breaking down complex processes and identifying key pain points in order to deliver quality improvements at the regional or global level
- Demonstrated experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
- Exhibit a critical balance of technical, critical thinking and interpersonal skills
- Ability to foster collaboration and build consensus both within your team and with cross-functional partners
- Exceptional attention to detail and nuance
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
- Exemplary written and verbal communication skills, including development of effective presentations tailored for a leadership audience
- Ability to multitask and work in an unstructured environment
- Contagious passion for ensuring a world class support experience for our community
