Job Description

Product and Service Operations (PSO) mission is to build a service engine that solves todays customer problems, and prevents tomorrows. PSO teams are involved throughout the lifecycle of product development and service delivery to ensure that our customers have a seamless experience on our platform. PSO has launched a Virtual Teams initiative which unifies insights on customer experiences across all operational teams to enable product teams to build higher quality products and experiences for our customers. This program manager role will design a scalable and efficient process and work with multiple cross functional teams across operations and product (Engineering, product, design etc.) organizations to scale across all business and commerce products. This role will also program manage the initiative to ensure the vision is fully executed and establish and track success measures. To be successful, you will have passion for process improvement and understand the product development methodologies (waterfall, agile, Kanban, scrum). You are a key advocate for customer experience, have an understanding of tools, processes or frameworks to surface and prioritize customer pain points (e.g. user journey maps, empathy maps) and are able to drive product quality and experiences at the forefront of the product development process. You also have a strong continuous improvement capability in order to improve these processes going forward. You also have strong program and project management skills and are comfortable performing under high-pressure, fast-moving and often ambiguous conditions.

Program Manager, Global Product Services Responsibilities

* Develop a scalable process and launch Virtual Teams across all business and commerce products

* Partner with operational and product stakeholders to translate business and product priorities into an operating model/project plan and drive execution

* Provide tools, processes or frameworks to enable teams to prioritize customer experience and product quality issues on product roadmaps

* Communicate updates, challenges, roadblocks to PSO and product leadership

* Establish and track success measures

Minimum Qualifications

* Understanding of product development methodologies (waterfall, agile, Kanban, scrum)

* Program management and process-improvement expertise

* Understanding of user experience tools, processes or frameworks

* Experience working with product teams, driving large scale projects and influencing stakeholders towards achieving shared goals

* Experience leading data-driven projects and communicating the results of analysis and insights to technical and non technical audiences

Preferred Qualifications

* Bachelor's/Master's degree with 8+ years of relevant experience

* Experience moving technical or engineering programs and products from inception to delivery, and experience articulating the impact using metrics, growth examples, return, etc.

* Process excellence mindset with PMP certification

* Operations or software development experience

* Proficiency with workflow systems such as Jira

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.