Job Description

Enterprise Operations 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. Those who join our teams are very passionate about solving peoples issues, and are strong advocates for the broader Facebook suite of products. This role is focused on a newer area of product investment, Business Messaging (WhatsApp Business API & Enterprise Messenger). Our vision is to bring the superpowers of Facebook to support, to build community and bring the world closer together at work. We are looking for a passionate problem solver to develop both a deep and broad comprehension of two business messaging products (WhatsApp Business API & Enterprise Messenger) to understand where our people, processes, and systems need to improve in order to give help to the people who need it most. Enterprise Operations is seeking an experienced leader to drive innovation, influence stakeholders, and manage the implementation of effective strategies and goals. This role will help to ensure our support strategy drives customer and partner growth, retention, and advocacy. This person will combine a deep knowledge of customer support methodology with broad expertise in data analysis, structured problem solving, and project management to directly influence goal setting and its measurement for our team. The Enterprise Operations Program Manager drives impact through two key areas of expertise and contribution, focused on customer advocacy and building strong operational excellence in service of creating superior customer and agent experiences.

Enterprise Operations Program Manager, Business Messaging Responsibilities

* Act as a product pillar owner within the Business Messaging team

* Leverage quantitative and qualitative data to help shape product development cycles

* Collaborate with product, design, and engineering teams to ship new, impactful features by authoring support specs, defining support tooling requirements, and coordinating support readiness

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

* Support product feature launches, develop and maintain documentation and trainings

* Responsible for driving operational excellence by improving support processes and removing issues at source for all aspects of a given product area

* Own support processes for issues which arise in their product pillar

* Assist on complex bugs and work with the Product team to gather information about outages and product related escalations

* Initiate concurrent projects from as early as the ideation, and oversee rollout to completion

* Project manage key support initiatives to improve the customer support experience

* Ability to travel approx. 20% of the time, as needed

Minimum Qualifications

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

* Proven communicator with the 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 communication skills, including development of presentations

* Experience ensuring a user experience through attention to detail and nuance

* Demonstrated experience multitasking and prioritizing in a fast-paced environment

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

* Experience supporting or troubleshooting basic API functionality, or API based products

Preferred Qualifications

* BA/BS Degree in a quantitative and/or science discipline from a leading academic institution

* 1+ years of Project Management experience or commensurate certification

* Escalation management best practices

* Experience monitoring or managing contractor program performance, including the management of and reporting on operational performance targets. Working with vendors to execute and deliver on expectations including, but not limited to, workflow coverage, utilization, output/productivity and quality

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 support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or who are neurodivergent, and to candidates with sincerely held religious beliefs or requiring pregnancy related support. If you need support, please reach out to accommodations-ext@fb.com.

(Colorado only*) Minimum salary of $122,000/year + bonus + equity + benefits
*Note: Disclosure as required by sb19-085(8-5-20)