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Facebook Program Manager, Knowledge Management - Product & Service Operations in Austin, Texas

Intro:

Facebook'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 Facebook 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.

Summary:

Product & Service Operations (PSO's) mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. Solving problems is at the core of what we do. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability.

We ultimately help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique view on both product and service allows us to partner with teams across Facebook to drive our business forward by representing the voice of the community and combining quantitative with qualitative signals to drive product launches, improvements and scale operations. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable Facebook’s businesses to thrive.

The ideal candidate will have a proven track record in the setup, execution, and management of global programs, experience in third-party program management, growing community satisfaction through efficient operations and service excellence, and a keen eye for identifying and scaling processes and workflow opportunities.

Required Skills:

  1. Partner with cross-functional teams such as Product, Engineering, support specialists, and outsourced vendors to lead or contribute to large-scale strategic projects as well as solve ongoing operational and support problems at scale

  2. Drive knowledge management efforts and strategy to educate and inform cross-functional partners and outsourced vendors, identifying, gathering, and prioritizing documentation and knowledge management tooling requirements

  3. Build, launch, maintain and scale processes and knowledge resources that capture unmet support and/or documentation needs, translating and surfacing insights into recommendations for cross-functional partners

  4. Emphasize scale for knowledge strategy across multiple workflows while meeting requirements for specific regions and verticals, including understanding technology solutions and other needs

  5. Ability to manage global knowledge and documentation projects/programs (with vendor providers or cross-functional stakeholders) and communicate the trade-offs between metrics in managing them to stakeholders

  6. Identify and track key program performance indicators related to knowledge and enablement by utilizing data to identify development areas and improvements

  7. Ensure the results contribute to overall company, team and program goals and implement optimal solutions to thematic issues

  8. Ensure strong reporting capability on our knowledge ecosystem

  9. Understand and communicate the story through a robust set of metrics and data visualizations to influence knowledge strategy and tooling

  10. Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders

Minimum Qualifications:

  1. BA/BS degree

  2. 5+ years experience with program management, customer service, marketing, and/or operations

  3. Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues

  4. Experience working/building relationships with cross-functional teams, delivering impact through communication, influencing teams towards achieving goals

  5. Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance

  6. Experience initiating and driving projects to completion with minimal guidance

  7. Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences

Preferred Qualifications:

  1. Experience or familiarity with delivering programs through outsourced vendor partners

  2. Experience working with or in support of diverse communities

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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