Payments Ombudsman

**Payments Ombudsman Responsibilities**:

- Systematically analyze product metrics and labelling results, collecting insights, gaps, and pain points across the operation to categorize, scope and help prioritize (with BOPM and SDO Manager) process, tooling, training, documentation, and customer experience improvements
- Manage projects and coordinate new product support across the Payments team stakeholders.
- Influence and lead efforts, communicate effectively, and coordinate with key cross-functional partners, including Product, Engineering, Design, Legal, and others during design, build, launch, and expansion phase of product life cycle.
- Able to see challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed.
- Develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs
- Ensure project documents are complete, current and available for staff and leadership review.
- Coach and mentor other team members to share knowledge and experience and help grow the team
- Manage and answer demands from users via Ombudsman Channel and RDR from the Central Bank of Brazil
- Manage action plans arising from Ombudsman root cause analysis
- Maintain oversight over Ombudsman Agents, monitoring performance and quality metrics and enable them to deliver on responsibilities with relevant tools, process guidance and training

**Minimum Qualifications**:

- 5+ years of experience in working in project management
- 2+ years of experience working with global cross-functional teams
- Ombudsman Certification (desirable)
- Previous experience in Capital Markets or Payment Services Company
- Fluency in English and Spanish (desirable)
- Strong communications and leadership skills
- Analytical-thinking and problem-solving experience
- Experience creating, implementing and improving business processes
- Demonstrated experience influencing across functional boundaries and/or globally

**Preferred Qualifications**:

- 2+ years of experience working in an online operations or consulting environment, or similar
- 2+ years of experience in customer support, trust and safety, payments, or related team
- Graduated in Business, Legal, Economics or correlated area

**About Meta**: Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.