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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 problem solver to develop both a deep and broad understanding of Facebook’s review policies and processes and understand where our people, processes, and systems need to improve in order to give help to the people who need it most.
Responsibilities
- In this role you will work closely with cross-functional partners, subject matter experts, operations managers and our Engineering, Reporting, and Outsourcing teams. Responsibilities would include but not limited to: Leading 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
- Performing weekly qualitative and quantitative analyses of error trends to improve our understanding of where and why mistakes are occurring
- Working closely with Quality Leads/Managers to aggregate, prioritize, and report out on impact of the top quality issues affecting the teams in that location
- Project Managing the local rollout of new or changing Quality Measurement programs
- Developing and delivering training for Quality auditors in the use of Quality tools, systems, and dashboards
- Coaching auditors in best practices for giving feedback during the “Decision Review” audit process
- Performing “audits of auditors” where needed to ensure the integrity and effectiveness of the audit process
- Developing process documentation for in-team quality resources and aggregating feedback about the functionality of quality tools
Requirements
- 3+ years of experience in a role delivering or enabling 1:1 customer support
- 2+ years experience with Excel (PivotTable, Charts, Statistical functions) and intermediate SQL (WHERE statements, JOINs, Aggregate and Window Functions). Experience developing dashboards in Tableau is a significant plus.
- 1+ years of Project Management experience preferred
- Willingness and ability to travel overnight internationally when needed (<25%)
- Demonstrated experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
- Exhibit a critical balance of analytical and interpersonal skills
- Exceptional attention to detail and nuance
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
- Excellent written and verbal communication skills, including development of effective presentations
- Strong critical thinking and problem solving skills
- Ability to multitask and work in an unstructured environment
- Passion for ensuring a world class user experience
- The ability to read and interpret scripts or other structured code that you have not written is strongly preferred
