Facebook Program Manager, Partner Operations in Sunnyvale, California
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.
The mission of the Facebook Risk and Payments team is to enable anyone, anywhere to be able to pay and be paid with confidence. This can mean different things across our many payments products - from providing support to advertisers who need help paying their bill, helping charities onboard to receive donations, to identifying and resolving fraudulent transactions.
The Partner Operations Team is dedicated to operational partner management of our key payment partners, processors, and service providers. This team’s responsibilities include relationship management, investigating, triaging and solving payment processing issues, testing new payment methods and partner integrations, and influencing internal stakeholders to help drive the business forward. Success in this role will require technical knowledge, strong analytical/critical thinking skills, business acumen and interpersonal ability to manage various partner relationships.
Investigate reported escalations across multiple channels, while providing timely and accurate responses to our partners
Develop and implement scalable solutions to support our global partners
Develop and maintain standard internal project and process documentation
Drive efficiency, productivity and customer-experience improvements
Drive new partner integrations and product launches independently
4+ years of experience in an online operations, project management or online escalations environment
Experience driving projects from ideation to launch
Knowledge of core payment processing and risk systems
Experience driving cases through process of resolution
Experience assessing, analyzing and resolving issues
Experience problem solving
Ability to use and learn tools like SQL and Excel to drive analytics and reporting
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 firstname.lastname@example.org.
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