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, 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.
The Strategic Portfolio Program Manager drives the Payment Operations business to harness the entire power of the sum of its parts. They are truly in charge of the operating model and its execution for the businessif you want something done across your entire business, this is the team to do it. Quite simply, they tell the business where to play and how to play. This role will focus on driving the cross-functional strategic and operational execution of organization-wide initiatives in order to ensure Payment Operations is meeting its operational priorities, while driving transformational change related to the customer experience across the ecosystem. The broad purview of the job allows the SPPM to learn the whole organization: the business, the environment, and the people.
This is a highly visible role that works daily with leadership. The successful candidate thrives in an ambiguous, cross-functional environment and wants to solve big, complex problems more than anything else. They should be able to learn new Payments products (policies, protocols and regulations) quickly and excel in leading cross-functional teams to bring out views from all disciplines in order to inform one strategic plan. They need to be a systems thinker, who is highly organized and can simplify complex problems into actionable plans. The right candidate will also be intellectually curious and build familiarity and fluency with all of the guardianship of operations: legal, privacy, data protection, and security requirements for the products our operation supports.
Strategic Portfolio Program Manager, Payment Operations Responsibilities

* Design strategy and drive execution and operationalization of the organizations high priority portfolios

* Align the business growth to geographies, products, services, and/or segments in how we support customers

* Enable the support organization for growth and scale by implementing enhancements to our support infrastructure

* Manage the creation and lifecycle of Incident Management, Business Continuity and Disaster Recovery plans

* Manage process development and maturity frameworks to support business goals

* Advise on the support strategy for the change pipeline and support flow adaptation

* Decide how our business should interact with the broader organization and global market (internationalization, localization)

* Decide how our business should coordinate all the ancillary customer experience initiatives of the organization

* Provide necessary leadership updates on fast-moving, complicated projects and act as the primary point of contact for management, preparing communication materials and progress tracking for multiple audiences including supporting material

* Create mechanisms for identifying and monitoring updates, milestones and roadblocks on Payment Operations work and ensuring leadership is aware of status and progress

* Collaborate with large cross-functional teams and influence decision-making within leadership audiences to drive greater consistency of process, practices and execution across organization-wide work-streams

* Structure complex, ambiguous and potentially charged business issues for Payment and Global Operations executive team by gathering and analyzing large amounts of information quickly in order to problem solve and drive decision-making effectively

* Work closely with members of product, engineering, policy, communications, legal, finance, human resources (among others) to operationalize recommendations

Minimum Qualifications

* 5+ years of work experience in consulting, business operations, technical program management or other operational disciplines

* Experience leading strategic initiatives in customer support/experience organization

* Experience managing multiple and overlapping transformational projects on an enterprise scale in a cross-functional, global, fast-paced environment (e.g. organization-wide initiatives, large-scale integration management)

* Acute business and financial acumen with understanding of organizational challenges and how businesses make money

* Aptitude for problem solving and with project management approaches and tools across all phases of the project lifecycle

* Experience thinking strategically and acting operationally

* Experience managing ambiguity, risk, and changing direction of projects and strategies

* Experience aligning project goals with organization and cross-functional goals

* Experience delivering quality executive-level communications, including development of key messages with technical and business stakeholders

* Track record of collaborating with cross-functional teams to drive results through simplifying concepts and developing outputs

Preferred Qualifications

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

* Program Management certication and/or business lead experience

* Payments, Financial Services, and/or digital currency experience

* Experience with payments processes, and controls such as budgeting, forecasting, and banking services

* Experience in and knowledge of E-commerce industry, large-scale global 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.