Manager, Commerce Operations Health Management

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

Commerce Operations is a rapidly growing team within our Global Operations function. Its mission is to ensure trustworthy connections between businesses, commerce, users who transact on Facebook's platform, and the Facebook company. We are an instrumental part of growing trusted commerce on Facebook. We're growing this team to develop new operation capabilities to support Facebook's growing commerce products, and are looking for people with both the passion and ability to build new operational teams, processes and programs which focus on supporting the customer experience. We partner closely with several cross-functional teams, including product, integrity, engineering, and data science, to ensure high quality and safe experiences for both people and businesses across the Facebook family of apps.
The Commerce Operations team is looking for a people manager with a flair in data analysis & program management to help build a team of individual contributors to manage our ecosystem of agents and reviewers, ensure stability and scalability of content enforcement workflows, and lead the strategy for workflow management for seller onboarding, actor enforcement and customer support. The right candidate will thrive working in a dynamic environment with moving problem spaces, multiple cross-functional partners and set the right team culture while also being hands-on with driving programs and overseeing their execution.

Required Skills

  • Manage and grow a high-performing team covering a wide variety of commerce human workflows including content review, policy enforcement, fraud/spam research & enforcement, seller onboarding, customer support, content labelling, new product/enforcement testing
  • Establish team goals, roadmap and work with direct reports on strategies for executing, measuring progress and sharing results, unblock roadmaps, manage performance
  • Liaise with required cross-functional partners to ensure that the workflows meet their success criteria on an ongoing basis, including collaboration with operations, engineering and data-focused teams to solve operational problems and develop solutions to scale workflows
  • Enable others to identify trends and opportunities that drive operational improvements to ensure that human review resources are fully utilized in the most impactful way
  • Perform or supervise analysis of data and trends to proactively deliver insights about operational performance, and drive improvements
  • Provide regular reporting and communicate effectively progress against operational metrics describing efficiency and health of commerce workflows. Ensure operational metrics meet expected target values
  • Define and execute governance processes for commerce workflows, including goal setting for operational metrics, monitoring and handling of escalations and recovery processes
  • Continuously think how we can reinvent Facebook's approach to management of human reviewers/agents to support growing size and diversity of Facebook commerce products


Minimum Qualification

  • 6+ years of experience in consulting, operations, analytics or equivalent program management experience within Facebook or in technology companies
  • 2+ years of people management or mentorship experience across global regions, including support growth of individuals, goal definition, unblock roadmaps, manage performance
  • Leadership skills, including experience driving the collaboration of various cross-functional and operations teams, inspiring others, setting the vision and coordinating effectively, seeking to resolve conflicts by finding win-win scenarios for everyone, and resolving and communicating about issues with both technical and non-technical audiences
  • Experience in analytical and critical thinking, weighing the pros and cons of solutions to problems before choosing the right way forward, and experience to controlling risk and priorities to remain on top of team's work
  • Focus on operational excellence, achieving scalability and consistency through frameworks and processes, operational efficiency and effectiveness
  • Understanding of various operational metrics related to process management and improvement, including experience setting and driving operational metrics towards goals, contribute to ROI analyses, process efficiency or OpEx management conversations
  • Experience in management of operational projects with operations, engineering and product teams including demonstrated experience to follow-through on execution and procure necessary resources and drive alignment to remove roadblocks for the team
  • Experience working with global teams across time-zones


Preferred Qualification

  • BA/BS Degree
  • Experience in end-to-end management of human review workflows or experience in a related area
  • Experience in working with data teams on understanding operational metrics, performing root-cause analysis, ROI analysis, and with engineering teams on concepts related to ML models, tooling for human reviewers and customer support agents


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.