Facebook Chicago, IL, USA
Oct 15, 2019Full time
Facebook is seeking a leader for our Business Services team within the Product & Service Operations (PSO) organization. The Business services team 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. She/he will own all programs needed to support our clients and be accountable for driving high customer satisfaction and efficiency across this organization. In addition to owning and driving our tier 1 support programs, this individual will be responsible for collaborating with a wide network of cross-functional partners to ensure service adoption and awareness. As leader of this organization, the individual’s responsibilities will also include full oversight of the supporting teams, capacity planning, budget and performance management for the global team. This position can be located in Menlo Park, CA, Austin, TX, Chicago, IL or New York, NY. RESPONSIBILITIES Responsible for establishing and supporting a wide range of tier 1 support programs across all Facebook client and partner segments and tiers Work to improve processes with a focus on high customer satisfaction and efficiency Act as the business lead on a number of projects related to the Support programs to capture business requirements and validate those requirements are met by the completion of each project Develop a strong understanding of business processes and business objectives and help formulate services strategy accordingly and build consensus with business stakeholders Participate in strategic projects to ensure high service standards for Facebook are integrated into new initiatives and programs Provide thought leadership in the support services space by establishing best practices and creating an execution plan for the overall service strategy and vision Support the design of internal controls to ensure our key support metrics are met Ability to work independently on cross-functional teams Allocating tier 1 program work across team members Manage and mentor team in the support services space to help them grow and become knowledgeable to execute independently in the domain Scope/Supervision and Interaction: This position works as a liaison between Facebook’s business groups and vendor agent teams, and will interact with internal personnel Develop and manage operational workflows to support client tier 1 initiatives to achieve KPIs (i.e. initial response time, total resolution time, escalations, customer satisfaction) MINIMUM QUALIFICATIONS Bachelor's Degree with 10+ years information systems experience 8+ years of support services experience Experience developing support programs, standards and procedures 10+ years of people management experience Demonstrated quantitative and analytic experience Communication experience, along with experience interacting with business Experience resolving and communicating about issues with both technical and non-technical audiences Proven experience with recruiting, developing, managing and leading teams Experience working with virtual and global cross-functional teams Experience managing multiple projects and tasks Problem solving experience PREFERRED QUALIFICATIONS Six Sigma certified (Green or Black Belt) Experience working with or in support of diverse communities Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at email@example.com .