Business Product Specialist

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

Facebook is seeking a Business Product Specialist to join the Business Product Specialist team within Product & Service Operations (PSO). PSO is made up of multiple teams that focus on alpha/beta product testing, operational and technical support for business products, data management, and scaling the process of measuring outcomes from Facebook media buys. The PSO team helps businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support millions of advertisers across dozens of complex products. Our unique view on both product and service allows us to partner with teams across Facebook to drive our business forward by representing view of the customer and combining quantitative with qualitative signals to drive product improvements and scale operations. The Business Product Specialist team focuses on scaled issue resolution for Facebook's Ads and Commerce products and advocates for the view of the advertiser, seller and our Sales team to improve quality of our products. We partner closely with our Sales teams to give advertisers and sellers the best experience possible. And we rely on data and insights to work effectively with our Engineering and Product teams to build processes, techniques and tools and recommend improvements to our platform to reduce customer issues.

Required Skills

  • Leverage product expertise to investigate, triage and resolve issues with Facebook's ads & commerce products
  • Define processes to support front-line teams in complex investigations to improve user, advertiser and seller experience on the platform
  • Monitor and analyze advertiser and seller reports for feedback and bug-related trends
  • Separate advertiser and seller confusion from bugs, advise the sales team/advertisers/sellers on how to accomplish the customer's desired outcome
  • Partner with Product, Marketing, Engineering and additional teams to improve product quality and resources that help scale support & operations workflows
  • Apply expertise in quantitative analysis, data mining, and data visualization to tell the story behind the numbers and understand advertiser and seller sentiment better
  • Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions


Minimum Qualification

  • BA/BS degree or relevant work experience
  • 2+ years of relevant experience
  • Analytical experience solving problems using data and providing practical business insights
  • Experience resolving and communicating about issues with both technical and non-technical audiences
  • Experience with data analysis leveraging SQL


Preferred Qualification

  • Experience working with or in support of diverse communities
  • Experience navigating complex cross-functional landscapes in an ambiguous and rapidly changing environment


EOE

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.