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.
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)