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.
The Business Operations Program Management Team 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 leader for this team will be organized, experienced in project management, able to shift seamlessly between strategic counsel and escalation management.
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.
Manager, Payment Operations Program Management Responsibilities

* Lead our Business Operations Program Management team made up of experienced Project and Program Managers to drive measurable business outcomes enabling product adoption while maximizing the customer experience.

* Provide expertise in career planning, performance management, and coaching.

* Drive team-wide results, determine what is important, clarify next steps and delegate effectively for the team and each member to meet expectations.

* Work with Payments Leadership team to determine teams project roadmap, priorities, and 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.

* Become an expert in Facebook Payment's products, infrastructure, tools, systems, and data.

* 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.

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

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

* Support decisions with data and principles. Use data to quantify the anticipated impact of decisions and investments with clearly defined principles to provide qualitative context and consistency.

Minimum Qualifications

* 5+ years experience managing people with 10+ 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 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.

* 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 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.