Job Description

The Developer Support Engineering team provides scaled technical support for the Facebook Platform developer community. As an Operations Program Manager, you will play a key role within our Developer Support Engineering team. You will drive highly cross-functional programs that span across Facebook Enterprise Platform (Workplace) & Business Messaging Products (Messenger, WhatsApp, Instagram) including technical assessment of developer platform products, launch planning, training & quality audits.

Operations Program Manager Responsibilities

* Collaborate with our broad cross-functional stakeholders to drive technical assessments of Facebook Enterprise Platform & Business Messaging product releases & determine technical support requirements for scaled support.

* Monitor ongoing developer support services to ensure compliance with our core KPIs.

* Handle escalations, own root cause analysis and follow-through of incidents to resolution.

* Ensure standardization of support workflows and processes for Developer Support Engineering team in close collaboration with our other Operations Program Managers.

* Drive cross-functional initiatives to improve internal processes and support quality across all our support channels.

* Document learnings and share operational insights to the team and cross-functional partners.

* Define requirements and specifications for support tooling, reporting and infrastructure.

Minimum Qualifications

* Bachelors degree in Computer Science or a related field.

* 5+ years of experience in Project/Program Management with a demonstrated track record of delivering business value using technology solutions in high-tech operations space.

* 3+ years of experience in support or operations with proven experience in process improvement and optimization.

* Experience leading global projects and hands-on project management of multiple concurrent projects.

* Experience in launching support programs from inception to delivery.

* Experience in implementing training and quality audit programs.

* Experience working in a large cross-functional environment with many different stakeholders.

* Analytical and problem-solving experience.

Preferred Qualifications

* Experience with hands-on involvement in solving technical problems.

* Experience Integrating with Facebook and other third party Developer Platforms.

* Knowledge of technical integrations involving Facebook Messaging APIs.

* Experience in launching Support Programs for Enterprise Customers.

* Experience with SQL or equivalent database querying language.

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.