Program Manager IV [28663]

Program Manager IV [28663]

Job Title: Program Manager IV [28663]Type: W2 ContractReq: 28663Duration: 12 Months with possible extensionClient: Social Media LeaderLocation:Austin*Must be authorized to work in United States* Summary:The Enterprise Learning Operations team is seeking an experienced Vendor Quality Manager, who is passionate about providing a world-class experience for Meta’s internal learners, new hires and learning teams. The ideal candidate will have a proven track record in the setup, execution, and management of global quality programs. We are looking for experience in collaborating with vendors, a passion for enhancing stakeholder satisfaction through efficient operations and service excellence, and a keen eye for identifying and scaling processes and workflow opportunities.Your role will be critical to enabling continuous improvement through analytics, insights and repeatable quality frameworks. You will partner closely with the Scaled Learning Delivery team to improve our BPO executed workflows and processes and our Learning Shared Services team to implement people, process and technology solutions as we build the quality program. The ideal candidate will excel at working collaboratively within a cross-functional environment and consistently deliver high-quality work even under time constraints with competing priorities.Quality Manager Responsibilities• Partner with the Vendor Lead in building a new global quality framework.• Oversee quality audits and governance processes.• Drive global client quality calibrations to ensure BPO QA teams are aligned with client side requirements.• Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualization.• Proactively identify and implement process improvements and technological innovations.• Make sense of ambiguous, disjointed processes involved in the Meta learner support experience and develop holistic solutions to improve the learner experience.• Analyze systemic problems impacting process health and drive root cause analysis (RCA) to inform quality/process improvement initiatives.• Apply problem solving techniques such as 8D, 5 Why, Pareto analysis, control charts, and design of experiment to correct and prevent process quality issues.Minimum Qualifications• Bachelor’s/Master’s degree and/or 5+ years of relevant experience (e.g. in support quality, customer experience quality, support operations, or technical support)• Experience in establishing Quality metrics/feedback systems for continuous improvement• Experience analyzing data to drive product and process solutions• Able to work/build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals• Experience leading data-driven projects and communicating the results of analysis and insights• Demonstrated experience defining and tracking support metrics and implementing programs to improve operational performance• Familiarity with quality management tools and technologies on the market (e.g., Playvox, Maestro, NICE) and high-level knowledge of how these work within SalesForce ServiceCloud• Comfortable with a rapidly changing environment with a goal-oriented approach• Experience developing operational process and technologies to drive Operational Excellence through best in class change management practicesPreferred Qualifications• Quality Assurance certification (ASQ, COPC etc.)• Lean Six Sigma certification (Green Belt or Black Belt)• Experience working in a large, global tech company or other fast-paced environments• Experience working in a learning organization• Experience in program management within an HR organization (recruiting, people operations, etc.)

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