Job Description

Product & Service Operations (PSO's) mission is to build a service engine that solves todays customer problems, and prevents tomorrows. Solving problems is at the core of what we do. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. We ultimately help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique view on both product and service allows us to partner with teams across Facebook to drive our business forward by representing the community and combining quantitative with qualitative signals to drive product launches, improvements and scale operations. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable Facebooks businesses to thrive. The ideal candidate will have a proven track record in the setup, execution and management of multi-channel service operations and experience in third-party program management with a focus on training/development; a passion for growing customer satisfaction through efficient operations, service excellence, and optimized third-party training programs; a keen eye for identifying and scaling processes and workflow opportunities.

Program Manager, Vendor Training - Product & Service Operations Responsibilities

* Serve as the primary point of contact for internal teams and multiple outsourcing sites - representing and prioritizing the training and learning opportunities and needs within sites

* Leverage data to identify training optimization opportunities that enable efficient and effective operations through learning

* Facilitate communication of program and business updates to internal partners to enable learning development, maintenance, and planning

* Facilitate communication of program and business updates to training partners

* Hold partners accountable for full and on time delivery of training, negotiating timelines against bandwidth and optimizing for efficient delivery as needed

* Maintain vendor accountability/contract enforcement, ensuring that vendors are accountable to all training processes developed in partnership with GMS Learning

Minimum Qualifications

* BA/BS degree with 5+ years professional experience in the area of training and/or operations

* Understanding of training and learning fundamentals in the context of outsourced operations

* Experience managing multiple projects simultaneously

* Experience initiating and driving projects to completion with minimal guidance

* Experience assessing, analyzing and resolving complicated issues and data, and distilling that complexity into simple and concise communication

* Strategic thinker with analytical and problem-solving skills

* Proven track record of developing processes and standards that enable operational efficiency

Preferred Qualifications

* Experience working with global teams

* Experience or familiarity with delivering training programs through outsourced vendor partners

* Experience working with or in support of diverse communities

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.