Operations Program Manager, Developer Support Engineering

Facebook Sunnyvale , CA 94085

Posted 2 days ago

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.

RESPONSIBILITIES

  • Lead technical assessment of APIs/SDKs and other developer facing products to determine technical support requirements, preparing the Developer Support Engineering team in providing scaled technical support for our global developer community

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

MINIMUM QUALIFICATIONS

  • Bachelor's degree in Computer Science or a related field
    5+ years of experience in Project Management with a demonstrated track record of delivering business value using technology solutions in operations space
    3+ years of experience in support or operations with proven experience in process improvement and optimization

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

Communication experience

PREFERRED QUALIFICATIONS

  • Experience with hands-on involvement in solving technical problems

Knowledge on technical integrations involving APIs/SDKs and developer facing products

Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.


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