Program Manager, Journey Design & Improvement - Meta

Meta is seeking a Program Manager to join the Journey Design & Improvement team within Global Support Operations. We're looking for someone who is passionate about providing a world-class customer experience across Facebook's family of apps. Offering better support is a key company priority to remove / reduce customer friction thereby improving longterm loyalty and retention and our team is responsible for designing and transforming priority support journeys. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. The ideal candidate will have a proven track record in the strategy, setup, execution, and management of scalable customer focused programs.

RESPONSIBILITIES

Program Manager, Journey Design & Improvement Responsibilities:

• Map out current state of E2E support journeys to create a shared understanding of product & operational complexities
• Identify and lead programs that enable a more cohesive support strategy across Global Operations teams including forums for driving knowledge sharing, scalable processes and metrics health
• Drive impact through strong executive communication skills and leadership
• Communicate proactively to cross-functional partners, prepare formal recurring communications, and present to people at all levels of the organization
• Synthesize complex information and context and draw connection points across multiple teams to provide recommendations on strategy and drive operations and execution
• Deeply understand Facebook's customer support processes, products and teams and drive recommendations for process, policy and product improvements
• Influence organizational roadmaps to tackle the company's most impactful opportunities and improve reviewer/agent experiences across Global Operations teams that support our customers
• Track and analyze key operational metrics to deeply understand the support ecosystem that builds a feedback loop into better supporting our customers and help determine where to focus optimization efforts
• Apply critical thinking and judgement regarding support needs across multiple competing priorities

MINIMUM QUALIFICATIONS

Minimum Qualifications:

• 6+ years experience in a project management, customer experience, customer success, management consulting, operations or similar strategic role
• BA/BS degree or international equivalent
• Experience leading global projects
• 5+ years of experience initiating and driving projects to completion with minimal guidance
• 5+ years of experience doing business process analysis
• Experience leading senior relationships across large stakeholder groups
• Experience with executive communication and synthesis of complex or technical concepts to non-technical partners and leadership audiences to influence the strategy of those teams
• Demonstrated experience keeping up with deadlines under pressure, prioritizing and managing multiple projects simultaneously

PREFERRED QUALIFICATIONS

Preferred Qualifications:

• Experience in a rapidly changing tech, support or startup environment
• MBA or Masters in an equivalent field
• Subject Matter Expertise in one of the following will be an added advantage: Process improvement, customer support operations, design thinking, voice of customer, customer journey mapping