Program Manager

The Product & Service Operations (PSO) team at Facebook helps businesses through scaled service delivery and operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support millions of partners across dozens of complex products. Our unique view on both product and service allows us to partner with teams across Facebook to drive our business forward by representing the customer and combining quantitative with qualitative signals to drive product improvements and scale operations. PSO is made up of multiple teams that focus on alpha/beta product testing, operational and technical support for business products, data management, and scaling the process of measuring outcomes from Facebook media buys.Facebook is seeking a Program Manager for our Business Services team within the Product & Service Operations organization. Within the Global Business Services team, our Advertiser Services team is focusing on servicing internal sales teams and external advertisers. Business Services has primary ownership and accountability for all Tier 1 support services, working closely with all our client segments, across all tiers, to establish and support a best-in-class support organization.This Program Manager position will be challenged with interacting and managing a wide variety of Facebook solutions our Sales teams and Advertisers are using, 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, be comfortable presenting to different levels of leaders/managers across Sales, Ops and PSO organizations.
**Program Manager - Advertisers Services, Product & Service Operations Responsibilities**:
- Develop compelling data-backed analyses on ways to improve the customer experience - looking at both product fixes and operational improvement opportunities
- Inform, influence, and execute new processes based on sound analysis and impact metrics that lead to improvements in efficiency and quality of support
- Conduct in-depth investigations to identify and understand trends through leveraging data patterns and soliciting qualitative feedback from users
- Effectively communicate relevant insights around feedback, challenges, and roadblocks to appropriate stakeholders that influence and drive their roadmap prioritization
- Collaborate with Sales, Business Planning, Operations and vendor support teams to develop multi-faceted solutions to fix problems at scale at all stages of the support process
- Lead projects focused on the customer experience such as: education and training initiatives, launching and growing 1:1 or 1: many customer support solutions, and partnerships to implement customer experience improvements
**Minimum Qualifications**:
- Bachelors Degree
- 8+ years experience with program management, customer service, marketing, and/or operations or 6+ years with MBA/Masters
- Problem solving experience to assess, analyze, troubleshoot, and resolve issues
- Experience building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, and influencing teams towards achieving goals
- Experience defining and tracking metrics
- Experience implementing processes and programs that improve product or operational performance
- Experience initiating and driving projects to completion with mínimal guidance
- Experience leading data-driven projects and communicating the results of analysis and insights to technical and non technical audiences
**Preferred Qualifications**:
- Masters Degree or MBA
- Knowledge of statistical analysis and tools such as SQL or Excel
- Experience with delivering programs through outsourced vendor partners
- Experience working with or in support of diverse communities
- Experience with the Advertiser landscape and/or business objectives

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