Product Program Manager, Customer Support - Meta

Meta is looking for a dynamic Product Program Manager to join the Central Integrity Product Program Management team for the Customer Support Governance program. Cross Meta Support (XS) aims to radically improve the support we provide to users of all Meta products by meaningfully improving the experience of our users, providing insights to improve the usability of all Meta products, and driving value to the company. As a Program Manager on this function you will lead programs driving goals across the Cross Meta Support space.The ideal Program Manager is someone who has knowledge or expertise in running large scale programs, rapidly building cross functional relationships, and risk management. They furthermore have domain expertise in Customer Support, work both on driving execution and org-wide technical strategy, and invest time in mentoring the next generation of leaders on our team. They should be excited about solving customer problems and can empathize with our users and make use of this insight to improve our products.Specifically, the Product Program Manager, Customer Support role will, together with the larger Integrity Product Program Management team: (1) Evaluate existing and future problem spaces through a comprehensive Meta lens, auditing similar problems in multiple places, to ensure solution development is universal and de-duplicated. (2) Build playbooks and process channels to help customer support scale across Meta and the multiple ever-expanding dimensions with minimal friction for partner teams. Connect dots by understanding/auditing where people are solving the same/similar problems in multiple different places and deduping. (3) Drive playbook adoption and application to hit clear quantifiable Meta-wide customer support goals, mitigating risk. (4) Scale playbooks by constantly driving efficiencies (e.g. reduce overhead, increase speed to execute).

RESPONSIBILITIES

Product Program Manager, Customer Support Responsibilities:

• Responsible for managing multiple Support programs using agile best practices. This includes planning, coordinating with cross functional teams, tracking status and reporting, communicating to the project team and key stakeholders, and creating the appropriate program documents.
• Evaluate existing and future problem spaces through a comprehensive Meta lens, auditing similar problems in multiple places, to ensure Cross Meta Support (XS) solution development is universal and de-duplicated.
• Build playbooks and process channels to help Support scale across Meta and the multiple ever-expanding dimensions with minimal friction for partner teams.
• Drive standardized playbooks for identifying and closing gaps for Support experiences for new products and customer audiences.
• Scale playbooks by constantly driving efficiencies (e.g. reduce overhead, increase speed to execute).
• Develop Meta-wide playbooks for launching Support levers.
• Build close relationships with other highly cross-functional teams within Meta including, but not limited to Integrity, Family of Apps, Monetization, and Global Operations.
• Engage with Support (XS) teams ready to scale and mature capabilities on organization-wide initiatives and governance.
• Demonstrate strong understanding of the supported domain, design measurement methodology, and conduct deep analysis of the problem space.
• Select appropriate integrity metrics to measure the success of the program and highlight trends or themes from raw data.

MINIMUM QUALIFICATIONS

Minimum Qualifications:

• 12+ years experience in program or project management
• Domain expertise in Customer Support such as: (1) Developing programs to increase customer satisfaction with the company's products and services, focused on customer retention and expansion, customer care, and issue resolution, (2) Defining, measuring and meeting key performance indicators (KPIs) in customer satisfaction programs that improve areas of external and internal weaknesses, (3) Designing and implementing Customer Satisfaction Surveys to monitor success and identify improvement areas and (4) Supporting product launches from discovery to implementation, in collaboration with Product Teams, CS stakeholders, and other go to market organizations.
• Track record of making risk based decisions.
• Expertise working in program management and experience supporting product development as a program manager.
• Experience with product development methodologies e.g. agile and product execution.
• Expert working knowledge of one or more program management methodologies (for example: agile).
• Experience evaluating data to understand trends and support decision making.
• Experience influencing and driving alignment amongst a wide stakeholder base, including: senior leaders, peers, technical, and non-technical stakeholders across roles across the company.
• Track record of operating independently, demonstrating creativity, being detail-oriented, and delivering results at a large scale.
• Self-directed, detail-oriented, with experience being a proactive problem solver.

PREFERRED QUALIFICATIONS

Preferred Qualifications:

• Product Development related project management certifications e.g. Project Management Professional (PMP) or Certified Scrum Master (CSM).