Facebook is seeking a Global Service and Support Lead to work directly with our Global Video & Collaboration leaders. This position is part of enterprise engineering organization, so candidates must be passionate about Technology, customer service and have the ability to thrive in a fast-paced, high-pressure environment.
This dynamic leader will work with multiple cross-functional teams to ensure comprehensive support of our VC environment. We are looking for a customer service-oriented individual that is diligent, detail-oriented, proactive, works very well both independently and in a team, and has demonstrated excellent judgment and decision-making skills. The ideal candidate will be passionate about exploring and building on our unique company culture.
They will bring fresh ideas and candid feedback and excel at working collaboratively with high-level managers and teammates alike. You should be passionate about the services we provide and the people that we serve. This is a full-time position based in Fremont, CA.
GLOBAL SERVICE AND SUPPORT MANAGER RESPONSIBILITIES
Manage a global team of video conferencing specialists and drive operational effectiveness.
Interface with vendors and develops KPI's & dashboard to monitor the health of the fleet.
Lead quarterly business reviews with our vendors.
Set operational goals and lead ongoing process and program improvement initiatives.
Communicate timely/effectively details to appropriate personnel.
Communicate and deliver Facebook quality of VC standards, creating and defining new standards as technology and scope evolves.
Ability to travel to regional Facebook locations.
Communication and interpersonal experience, including relationship building and collaboration within a cross-functional leadership teams.
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.
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