Job Description

Commerce Operations is a rapidly growing team within our Global Operations function. Our mission is to empower communities of people and businesses to discover and transact seamlessly at scale by building and delivering operations to provide the integrity, experience, and support for Commerce users across the Facebook Family of Apps. Were growing this team to develop new operation capabilities to support Facebooks growing Commerce products, and are looking for people with both the passion and ability to build new operational teams, processes and programs which focus on supporting the customer experience. We partner closely with several cross-functional teams, including product, engineering, and data science, to ensure high quality and safe experiences for both people and businesses across the Facebook family of apps.

The Commerce Operations team is looking for an experienced and entrepreneurial program manager with a flair in data analysis to join our team to help build out best-in-class program management capabilities to drive commerce operations health, efficiency and effectiveness. The right candidate will thrive working in a dynamic environment with moving problem spaces and set the right team culture while also being hands-on with driving strategic engagement and data analysis.

Program Manager, Commerce Operations Workflow Management Responsibilities

* Collaborate with operations and data-focused teams to solve operational problems and develop solutions to scale workflows including content review, policy enforcement, fraud/spam research & enforcement, reporting & analytics, tool & infrastructure development, new product testing & support.

* Define and monitor the performance criteria for successful commerce workflows, liaise with required cross-functional partners to ensure that the workflows meet these criteria on an ongoing basis and surface/escalate any issues, opportunities and risks as appropriate.

* Leverage analytics and expertise in end-to-end management of commerce workflows, to ensure that human review resources are utilized in the most impactful way.

* Be the commerce workflow gatekeeper and partner with cross-functional partners and other Commerce Operations teams to facilitate change management, timing and its subsequent impacts on commerce workflows.

* Identify trends to enhance the support and detection processes and improve commerce operations efficiency and effectiveness.

* Collaborate over analysis of data to proactively deliver insights about operational performance, drive improvements, perform root cause analyses on key problem areas, enable others to identify opportunities that drive operational improvements.

* Leverage data informed insights to drive decisions related to operationalization and scaling of new products and policies, including decisions related to optimization of OPEX.

* Program manage projects aiming to operationalize and scale policy enforcement, customer support and new products.

* Provide regular reporting and communicate effectively regarding operational health, progress against goals and top line metrics describing efficiency of commerce workflows.

* Drive operational readiness by contributing to OPEX demand forecasting, validation and prioritization of OPEX asks, with clear communication of trade-offs and ability to build consensus around the path forward.

* Execute governance processes for commerce workflows and protocols, including resolution of escalations and execution of recovery processes.

Minimum Qualifications

* 3+ years of experience in program/product management or related field

* 2+ years of experience in data, reporting, and analytical problem solving

* Experience being a connector across teams and managing a program/project against KPIs through to completion

* Experience influencing data, business, and engineering teams through knowledge of business and ecosystem needs

* Analytical experience in data organizing and basic SQL skills

* Experience resolving and communicating about issues with both technical and non-technical audiences

* Analytically driven with experience understanding nuances and patterns within large data sets

* Experience working with international or cross-functional teams

Preferred Qualifications

* BA/BS degree in a quantitative discipline such as Math, Statistics, Computer Science, Engineering, Economics, Information Systems, or a related field

* Experience working in teams focused on Analytics (including developing data pipeline architecture, organizational metrics, and insights into problems) and Engineering (infrastructure, tool development, and system design)

* Experience utilizing both qualitative analysis (e.g. content analysis, hypothesis testing) and quantitative analysis techniques (e.g. cluster analysis, descriptive and inferential statistics)

* Experience in a set-up of reporting for operational efficiencies/effectiveness and to drive improvement initiatives (bonus points for experience with lean or six sigma methodologies)

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.