Job Description

The mission of the Facebook Risk and Payments organization is to enable anyone, anywhere, to be able to pay and be paid with confidence. Within the Risk and Payments team, the Payment Operations team is responsible for defining and executing a customer support strategy for both new and mature products leveraging payments across the Facebook family of apps. Support could mean different things across our many payments products: from providing support to advertisers who need help paying their bill, helping charities onboard to receive donations, to identifying and resolving fraudulent transactions.

Business Operations Program Managers facilitate product vision by ensuring products are built to scale with customer advocacy in mind. We partner with multiple teams including Product Management and Engineering to ensure products and features launch and perform safely and successfully. A successful Business Operations Program Manager will be organized, strong in project management, able to shift seamlessly between strategic counsel and smaller daily tasks. They will do this all, while managing frequent and excellent communications. They will also set the program governance for a Payments Experience team business unit of ~10 internal staff, as well as ~50 cross-functional partners. They will negotiate business outcomes on behalf of our customers through a variety of internal and external customer advocacy events. They will gain trust quickly and influence outcomes using macro-level insights, while still advocating for micro-level cases affecting our community around the globe.

We're targeting an intellectually curious and creative individual who is energized when faced with ambiguity and uncertainty a strategic thinker with strong analytical and creative problem-solving skills. This role requires the ability to work across different time zones and use analytical rigor to identify and prioritize customer pain points.

Business Operations Program Manager, Payment Operations Responsibilities

* See challenges before they arise, predict roadblocks, create integration points to alleviate the risks, and pitch in to execute on those plans as needed.

* Develop, lead, and influence solutions that enable safe & fair transactions between businesses and the Facebook community with key cross-functional partners, including Product, Engineering, Design, Legal, during operational change and throughout the product life cycle.

* Expertly negotiate, calculate, and communicate trade-offs for operational decisions with the broader cross-functional team to drive payment operations recommendations, and influence partners to implement our recommendations.

* Direct operational readiness with a high-performing Payments Experience team in a service-oriented payments organization. Lead operational readiness for product launches, expansions and new features/policies.

* Support Payments Experience team in a wide variety of workflows including multi-channel customer correspondence, payments principle creation & enforcement, reporting & analytics, tool & infrastructure development, new product testing, support and vendor management.

* Organize team to prepare briefings through Product Roadmapping, Customer Voice Summits and Business Reviews. Coordinate data research and business recommendations/outcomes for meetings with partners, key leaders and external/internal engagements. Coordinate all follow-ups.

* Be a part of establishing team goals. Work with team members on strategies for executing, measuring progress and sharing results that enable others teams to identify trends/opportunities that drive operational improvements.

* Hold stakeholders, at every level, accountable when schedule or progress on operational readiness is in jeopardy while maintaining respectful relationships in difficult situations.

* Utilize product and industry knowledge while serving as a strong cross-functional leader to improve the effectiveness of our support and the quality of Facebook business products & experiences.

* Build documents and presentations as requested by business leaders and lead direct message development for internal/external escalations.

Minimum Qualifications

* 5+ years experience in project/program management, business strategy, consulting, research, or operations

* Experience prioritizing and managing multiple projects and tasks simultaneously under timelines and shifting priorities

* Experience working directly with leadership as well as individual contributors at all levels, including executive level, both inside and outside of a company

* Experience driving interpersonal breakthroughs by integrating diverse views and finding common ground or acceptable alternatives. Experience defusing high-tension situations effectively, based on knowledge of interpersonal and group dynamics

* Experience negotiating skillfully with stakeholders and creates minimal noise when working toward an agreed-upon solution. Finds common ground and acceptable alternatives that satisfy the needs of multiple stakeholders

* Understanding of how businesses work and make money. Experience implementing policies, practices, and trends in the organization, and in the marketplace

* Experienced in crafting compelling presentations using Apple Keynote, Microsoft PowerPoint and/or Google Slides

* Experience with leading presentations through contextual data visualization, and effectively building empathy through data

Preferred Qualifications

* BA/BS degree in Business, Program Management, Science, Engineering, Economics or equivalent practical experience

* Experience influencing and directing remotely, across global regions and diverse work styles

* Experience in and knowledge of ecommerce industry, large-scale operations, domains such as online operations, escalations, compliance, policy, or legal operations

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.