16 Jun Program Manager II 31888-1
Job Title: Program Manager II 31888-1Duration: 6 MonthsJob Type: W2Job Location: Austin, TXJob Description: Summary:1) the increase in enforcement launches requires a dedicated program manager to monitor enforcement volume on a daily basis, analyze quality and support Journey Design and WFM program managers on launch management and SEV management2) operational work such as process analysis, and investigation of vendor and FTE escalations takes time away from CJD program managers to focus on the strategic/high impact initiatives.Manager Notes:This team Supports advertisers and help them achieve their goals and a subset is related to policy. What the team is currently looking to fill is a need for help managing volume spikes. Figuring out what enforcement causes that spike, additionally, figuring out improvement opportunities for customer support experience.Customer support background is really helpful, Facebook advertising background is helpful. Even if very standard, as that helps people ramp up.Working with the manager and his immediate teams and key XFN, will be working with internal-experience with analytics and build insights.The biggest preference on the preferred list is knowledge of fB advertising is preferred.Responsibilities• Enable a high-quality customer experience and operational efficiency through process documentation, analysis, and optimization• Build end-to-end customer support workflow mapping, identification and removal of bottlenecks, and customer journey optimizations• Analyze support cases, gather insights, and identify opportunities for process and customer improvements• Proactively identify and implement process improvements and technological innovations• Inform, influence, and execute new processes based on sound analysis and impact metrics that lead to improvements in quality of supportMinimum Qualifications• Bachelor’s degree with 3+ years of relevant experience• Analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues• Experience initiating and driving projects to completion with minimal guidance• Experience leading data-driven projects and communicating the results of analysis and insights to technical and non technical audiences• Communicate feedback, challenges, roadblocks, and insights effectively and concisely to appropriate audiences and stakeholders•Strong verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills.•Strong ability to work independently and manage one’s time.•Strong knowledge of computer software, such as MS Excel, and collaborative software, such as Google Docs, Slides, and SheetsPreferred Qualifications•Process excellence mindset with certifications in lean / six sigma is preferred•Experience or familiarity with delivering programs through outsourced vendor partners•Experience working with or in support of diverse communities•Knowledge of FB advertising products is preferred.•PMI or PMP certification preferred.