Program Manager IV 40215

Program Manager IV 40215

Program Manager, Customer Support StrategyLocation: Remote [ New York, Baltimore, MD, Boston, MA , Houston, TX , Los Angeles, CA , and San Diego, CA]Duration: 12 months with possible extension or conversionProduct and Service Operations’ (PSO) mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. PSO teams are involved throughout the lifecycle of product development and service delivery to ensure that our customers have a seamless experience on our platform. This team is passionate about fostering the growth of communities, businesses and advertisers on Facebook by ensuring they have the tools needed to succeed. We embrace a culture of innovation, ownership and accountability and are uniquely positioned at the intersection of product and service. This allows us to partner with teams across Facebook to drive our business forward by representing our community to improve their experience, implementing in-product solutions, enhancing customer support operations, combining quantitative with qualitative signals to drive product launches, focusing on data management and scaling measurement outcomes.The Program Manager position will be challenged with identifying innovative ways to combine deep expertise in our products with operational and analytical skills to scale processes that support millions of businesses. You will help craft a unified vision of the biggest opportunity areas to improve the experiences of our stakeholders and will be responsible for project management to ensure the vision is fully executed. To be successful, you will have to have strong program and project management skills as well as be comfortable performing under high-pressure, fast-moving and often ambiguous conditions. The ideal candidate will be strong at cross-functional communication, project execution, and have an aptitude for measurement and data analysis.Program Manager, Customer Support Strategy-Support the go-to-market customer support process for products and manage communication to different audiences across the global organization.-Develop and implement program reporting standards and evaluation process for multiple programs-Ensure that development and operational readiness requirements are understood and implemented-Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders-Continually refine best practices and build efficient and scalable end-to-end frameworks for launch process management-Make sense of ambiguous, disjointed tools and processes involved in the global Facebook customer support process and develop holistic solutions to connect the processes and improve the customer experienceMinimum Qualifications:-6+ years of relevant experience-Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and present resolutions to issues-Experience building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication and influencing teams towards achieving shared goals-Understanding of the product development lifecycle and ability to aid is structuring support as the product matures-Demonstrated experience in evaluating metrics and implementing scorecards or measurement systems to improve processes and operational performance-Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiencesPreferred Qualifications:-Ecommerce experience-Knowledge of statistical analysis tools such as SQL or Excel.-Excellent communication skills with ability to take complicated information and translate it into an effective presentation and story-Experience with scaling programs through outsourced vendor support partners-Understanding of digital advertising marketplace, and competitive ad products, adept with Facebook’s business tools (e.g. Ads/Business Manager).-Bachelor’s/Master’s degree

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