Job Description

Our Risk and Payments teams purpose is to serve our global community by providing payment support, upholding our payment principles, and protecting individuals and businesses against payment abuse. We seek to lead the payments industry in trust, integrity, and support. To help us achieve this mission, we are adding a Payments Product Performance Data Lead in our Payment Operations team. In this role, you'll be responsible for leading a team that drives data analytics to understand the Customer Experience across each payment product on Facebook, Instagram, Messenger, Oculus and Workplace. Your team will be monitoring, understanding and building a scalable payments ecosystem that puts the customer first. We are looking for someone who can set the direction in payments performance by aligning different engineering, product, and operations teams, and by building on the strengths of those teams. Our ideal candidate is passionate about data, cares deeply about developing people, and has a track record of bringing course-changing insights to cross-functional teams.

Manager, Payments Product Support Data Responsibilities

* Lead a team of data analysts, providing both technical and subject matter expertise

* Design, prototype and test payments performance metrics

* Use data to create a business understanding of what our customers are contacting us about

* Facilitate data conversations with product, engineering and operations teams to align on shared goals

* Create a deep understanding of a complex technical environment through data and reporting

* Become an expert in Facebook's payments and customer support infrastructure, products, tools, systems, and data

Minimum Qualifications

* 5+ years of experience working in a data-driven environment

* 3+ years of experience working in a customer service data environment

* 2+ years of experience managing people

* Experience with relationship management and working within a global organization

* Experience manipulating large data sets in SQL or equivalent, and drawing actionable insights from data

* Experience with strategic thinking with an analytical and problem solving approach

Preferred Qualifications

* 3+ years of experience working with online payments data (card not present)

* Experience in at least one scripting language (PHP, Python, Perl), statistical software (R, SAS, SPSS), or data visualization tool (Tableau)

* Experience managing remote employees in different time zones

Locations

About the Facebook company

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities we're just getting started.

Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.