Premier Partner Support, Specialist
Meta

Job Info

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Seeking a Partner Operations Specialist to join the General Support team within Premier Partner Operations to be responsible for delivering policy and/or product support to Facebook & Instagram Partner. You will be responsible for managing the support process, quality, reporting, escalations and communication of Facebook's Policy/Products to a range of stakeholders. You will leverage data tools and other sources of Partner feedback to identify themes, uncover and prioritize policy and/or product issues and communicate key takeaways to Policy/Product and other teams to shape business direction. You will work cross-functionally with the teams within Facebook to improve Partner experience.

Premier Partner Support, Specialist Responsibilities:

• Develop a deep understanding of issues facing our constituents and how it affects Facebook, Instagram and our communities
• End-to-end program management of complex projects that can span time zones and across functional teams
• Become a subject matter expert in workflows spanning a variety of Premier Partner Support disciplines in order to effectively advocate for operational excellence
• Identify areas of opportunity and leverage data and insights to influence change at the product, process or policy level
• Proactively investigate, troubleshoot, and resolve sensitive escalations
• Effectively manage a set of support queues. Respond and resolve support cases and escalations with high quality, speed, empathy and accuracy
• Support vendors to understand the impact of policy changes on the team's current work and surface gaps in policy, process, and tools
• Partner with vendors to ensure that feedback is shared with relevant teams and proactively track the impact and success of remediation plans
• Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, product management and other operational teams at Meta in order to implement optimal integrity solutions
• Potential for up to 12 hours a month spent on on-call weekend shift

Minimum Qualifications:

• BA or BS Degree or 2+ years experience in an online operations, policy support, technical support or product support environment
• Experience communicating the results of analyses in a clear and effective manner
• Experience working with global teams

Preferred Qualifications:

• Consultancy or MBA experience
• Experience using data tools (e.g. SQL, Tableau, etc.)
• Experience in a fast-paced start-up environment
• Experience working in media, politics & government, broadcasting and news organizations and/or products

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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