Program Manager, Scaled Operations - Product & Service Operations

Facebook Austin , TX 78719

Posted 4 days ago

PSO's mission is to build a service engine that solves today's customer problems, and prevents tomorrow's. Solving problems is at the core of what we do.

We think in customers shoes and strive to solve problems at root, and broadly. We embrace a culture of innovation, ownership & accountability. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable Facebook's businesses to thrive.

The Support Experience team is passionate about fostering the growth of communities and businesses on Facebook by ensuring they have the tools needed to succeed. We are constantly seeking to improve the experiences Page and Group Admins have by implementing in product solutions and enhanced customer support operations.

This Program Manager position will be challenged with having to balance the day-to-day support of our customers, while also identifying innovative ways to solve problems upstream and scale our operations.

To be successful, you will have to have strong program and project management skills as well as be comfortable diving into the world of big data, synthesizing relevant trends and implementing identified solutions.

RESPONSIBILITIES

  • Develop compelling data-backed analyses on ways to improve the customer experience

Inform, influence, and execute new processes based on sound analysis and impact metrics

Conduct in-depth investigations to understand unusual trends, leveraging data patterns and anecdotal feedback

Partner with Product, Engineering and cross-functional operations teams to solve problems at scale

Identify and implement new methods that improve team efficiency

MINIMUM QUALIFICATIONS

  • BA/BS degree with 2+ years work experience

Experience sourcing and manipulating both internal and external data sets

Experience with project/program management, customer service, and/or operations

Strategic and analytical thinker with communication experience

Experience assessing, analyzing and resolving issues

Knowledge of statistical analysis and Excel experience

PREFERRED QUALIFICATIONS

  • Knowledge of SQL or statistical software
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