Job Description

The mission of the Facebook Risk and Payments team is to serve our global community by providing payment support and protecting individuals and businesses against financial abuse. Within the Risk and Payments team, Risk Experiences is responsible for overseeing customer and agent experiences for our risk enforcement systems. The experience teams design internal and external support experiences to build trust and increase good user re-enablement. They also work with our outsourced vendors to manage our global scaled support operation.

Manager, Risk Operations Process Responsibilities

* Lead our payments process team to drive measurable business outcomes enabling product adoption while maximizing the customer experience

* Provide expertise in career planning, performance management, and coaching

* Drive team-wide results, determine what is important, clarify next steps and delegate effectively to meet expectations

* Work with Risk Operations Leadership team to determine teams project roadmap and priorities while holding accountable to milestones and delivery deadlines

* Become an expert in Facebook Payment's products, infrastructure, tools, systems, and data

* Collaborate with our product, engineering, partnerships, and sales teams to ensure we are meeting our customer support goals

Minimum Qualifications

* 5+ years experience working in a scaled customer support environment

* 2+ years experience managing people

* Experience with relationship management and working within a global organization

* Experience with strategic thinking with an analytical and problem solving approach

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.