Job Description

The Enterprise Operations team at Facebook aims to be the pre-eminent business operation service organization worldwide. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. Our Community Help & Education team provides best-in-class self-service help and support content that enables our global community to best engage with our products and resolve problems.
This new role bridges these two functions, and will be focused on developing end-to-end support content solutions for one of Facebook's newer products, Workplace. Workplace's mission is to revolutionize the way people connect, communicate and collaborate at work, by bringing the powerful tools Facebook has built over the last decade into the workplace.
Support Content Program Manager, Enterprise Operations Responsibilities

* Act as the end-to-end owner of all support related content, both internal and customer facing

* Develop support content governance models that provide a framework for the management and maintenance of content outputs at scale

* Develop lightweight, repeatable processes, workflows, tooling and content templates that keep the team nimble and successful in a culture that values moving fast and iterating quickly

* Run strategy projects and support initiatives from inception to delivery, load-balancing priorities while maintaining a high degree of organization and control

* Collaborate with support leadership and vendor operations to drive operational excellence by improving support processes and removing issues at source

* Leverage quantitative and qualitative data analysis and insight to inform content, communications and new product development

* Synthesize data and analysis into impactful, action-orientated reports for internal stakeholders

* Align with help center content strategy team to streamline and join up key customer support journeys

* Plan, edit, test and improve content including interface language, customer education materials, product specifications, chat and other 1:1 customer support, and nomenclature

* Explain complicated product and policy concepts in simple, jargon-free language, ensuring a consistent tone and adherence to global content quality standards

* Develop and maintain documentation for agent consumption in support of product feature launches

* Stay up-to-date on all new features, and be fully aware of product roadmap and sprint cycles

Minimum Qualifications

* 4+ years of experience in a role delivering or enabling 1:1 customer support for business/enterprise

* Experience initiating and driving projects to completion with minimal guidance

* Proven communicator with experience clearly explaining technical steps to a non-tech savvy audience

* Exhibit a balance of analytical and interpersonal skills which serves a variety of audiences, both internal and external

* Superior content creation skills and experience adapting communications to your intended audience - from creating internal presentations to developing customer support messaging

* Knowledge in providing a user experience through attention to detail and nuance

* Demonstrated experience multitasking and prioritizing in a fast-paced environment and effective working in cross-functional teams, managing complex stakeholder relationships

* Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action

* SQL analytical experience, with experience framing ambiguous problems, and drawing insights from multiple data sources

Preferred Qualifications

* 1+ years of Project Management experience preferred, or commensurate certification

* Experience authoring technical documentation for an engineering audience

* BA/BS Degree in a related field

* Experience monitoring or managing contractor program performance, including the management of and reporting on operational performance targets

* Experience working with vendors to execute and deliver on expectations including, but not limited to, workflow coverage, utilization, output/productivity and quality

* Advanced understanding of Tableau, XML and Excel

* Fluency in a second or multiple languages

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.