Vendor Operations Program Manager

Meta's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Meta are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.Product and Service Operations (PSO) mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. PSO teams are involved throughout the lifecycle of product development and service delivery to ensure that our customers have a seamless experience on our platform. This team is passionate about fostering the growth of communities, businesses and advertisers on Meta by ensuring they have the tools needed to succeed. We embrace a culture of innovation, ownership and accountability and are uniquely positioned at the intersection of product and service. This allows us to partner with teams across Meta to drive our business forward by representing the voice of the community to improve their experience, implementing in-product solutions, enhancing customer support operations, combining quantitative with qualitative signals to drive product launches, focusing on data management and scaling measurement outcomes.The PSO Vendor Management team is seeking a Program Manager, Vendor Operations who is passionate about providing a world-class client experience with Meta's business and marketing solutions. This Program Manager will be responsible for collaborating with a variety of internal teams to design service offerings, delivering exceptionally high service quality through third party contact center partners, and driving continuous improvement of service processes.This position is full-time and located in our São Paulo, Brazil office.

**Vendor Operations Program Manager Responsibilities**:

- Manage service operations workflow delivery for a large-scale vendor workforce (call center operation), while monitoring progress against goals and managing operations to meet and exceed KPIs.
- Drive continuous improvement efforts to enhance operational performance and client experience by partnering with internal business partners.
- Perform data analysis and execute data-informed initiatives that will improve our customer experience and drive business growth.
- Drive exceptional service quality through reinforcing high standards and coordinating cross-team quality assurance and efficiency efforts.
- Strong collaboration especially with other Program Managers and ability to work with a variety of internal/external, local/global stakeholders and remote teams, through the exchange of best practices, alignment of processes and prototyping of new initiatives.
- Manage capacity planning for large multi-skilled teams, working with key business stakeholders to define staffing plans and manage resourcing to execute against operational targets and achieve business objectives.
- Coordinate the planning and staffing of new workflow launches, updates and migrations.

**Minimum Qualifications**:

- 6+ years experience in an operations (outsourcing call center type) role.
- Self starter, capable of working as part of a global, cross-functional team.
- Experience with both front-office and back-office customer support environments.
- BA/BS or equivalent 4 year university degree.
- Excellent analytical skills with a proven record in complex problem solving situations using data.
- Excellent large-scale program management, communication, stakeholder management, negotiating and influencing skills with a strong track record of achieving engagement from senior and cross-functional stakeholders.

**Preferred Qualifications**:

- COPC (or similar) certifications.