The Developer Support Engineering team provides scaled technical support for the Facebook Platform developer community. As an Operations Program Manager for Developer Support, you will play a key role within our Developer Support Engineering team. You will drive highly cross-functional programs that span the organization including technical assessment of developer platform products, launch planning, training, quality audits, and support performance management. This is a full-time position in our Sunnyvale office.
Monitor ongoing developer support services to ensure compliance with SLAs and performance commitments
Coordinate with cross-functional stakeholders on new launches as well as changes to the Facebook Developer Platform
Coordinates training, quality audits, and support performance management across the global team
Ensures standardization of support workflows and processes for Developer Support Engineering
Drive cross-functional initiatives to improve internal processes and support quality across all our support channels
Document learnings and share operational insights to the team and cross-functional partners
Define requirements and specifications for support tooling, reporting and infrastructure
Experience leading global projects and hands-on project management of multiple concurrent projects
Experience in launching support programs from inception to delivery
Experience in implementing training and quality audit programs
Experience working in a cross-functional environment with stakeholders
Analytical and problem-solving experience
Knowledge on technical integrations involving APIs/SDKs and developer facing products
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