Quality Investigations Manager, Community Operations

Facebook Austin , TX 78719

Posted 6 days ago

Community Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people's issues, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Community Operations is for you.

The Quality Investigations Manager will be responsible for managing a high-performing team within the Global Quality team, identifying and investigating top areas for quality improvement within the organization, and will work in close partnership with strategic stakeholders across the business to drive improvements. The Manager will provide direction, coaching, and mentorship to a diverse, motivated team of individual contributors, help shape the team's long-term vision, devise and drive global goals, and identify opportunities to drive change to help Facebook provide the best support for the community.

RESPONSIBILITIES

  • Provide mentorship, guidance and career development to members of your team

Lead and enable a high-performing team to deliver on goals by providing superb 1:1 support, and enabling deeper, more scalable solutions

Deeply understand the architecture and integration points of Facebook's community support processes, products and policies

Work directly with global cross-functional teams to problem solve and develop solutions to improve the quality of our support

Identify actionable insights, suggest recommendations and influence organization roadmap through effective communication

Help shape team vision, establish team goals and work with direct reports and leaders across the organization on strategies for executing, measuring progress and sharing results

Be able to effectively zoom in and out to address near term business needs as well as setting a long-term strategy for Quality Investigations

Communicate process, policy and product concepts effectively to leadership, business and cross-functional partners

MINIMUM QUALIFICATIONS

  • Bachelor's degree
    3+ years of people management experience
    6+ years of experience working in an Operations, Analytics, Product, Engineering or equivalent team
    6+ years of experience initiating and driving projects to completion with minimal guidance

Experience in communicating to a variety of audiences

PREFERRED QUALIFICATIONS

  • Bachelor's degree in a quantitative field such as mathematics, statistics, economics or related field

Experience working in a technology company or Consulting firm

Experience with complex process design, implementation and improvement


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