Enterprise Engagement Quality Program Manager

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

Enterprise Engineering Engagement delivers internal end user technical support that drives productivity at Facebook. We are a dynamic, diverse and globally dispersed team of IT professionals. Our mission is to unlock every individual's productivity and to this end we are undertaking an exciting transformation roadmap across our tooling and processes. To support our ongoing success and reliability as we scale, we are seeking an experienced Quality Programs Manager.The Quality Program Manager is a new global role responsible for driving programs and initiatives that ensure Engagement services are highly reliable, consistent and industry-leading quality levels. The ideal candidate will have a proven track record in the design, execution, and management of global quality programs, a passion for enhancing customer satisfaction through efficient operations and service excellence, and a keen eye for identifying and scaling processes and workflow opportunities. The successful candidate will have strong data analytics experience and be customer-obsessed. This individual will also be responsible for providing feedback, trending, and reporting to the Leadership team.

Required Skills

  • Design and implement an effective quality assurance program to empower the organization to consistently deliver empathetic, high-quality customer support
  • Lead quality audits, risk mitigation, and process governance
  • Assess and benchmark current performance and determine operational targets based on meeting and exceeding industry benchmarks
  • Establish systems, targets and customer satisfaction measurements for measuring and driving customer satisfaction
  • Develop internal and external training/communication to ensure quality metrics are understood
  • Evaluate engagement process and drive cutting edge standard operating procedures to achieve consistent and efficient services
  • Analyze systemic problems impacting quality targets and drive changes to address across process and technology
  • Ensure robust reporting and insights capability on performance, understanding and communicating the story through a rich set of metrics and data visualization
  • Work extensively with cross-functional partners to identify and implement optimal solutions in the areas identified
  • Identify and drive automation to create a frictionless quality assurance process
  • Provide feedback for training and coaching opportunities
  • Collaborate with OG&D to build training programs
  • Influence product/service roadmaps by sharing relevant feedback to implement optimal solutions to thematic issues


Minimum Qualification

  • 4+ years of experience with a proven track record of program management, driving high impact projects to completion (identifying/prioritizing/scoping/driving projects)
  • 6+ years experience delivering and building quality assurance programs
  • Experience in best-in-class customer service organizations
  • Experience in building quality programs with managed service providers
  • Experience in collaborating across a diverse global organization


Preferred Qualification

  • Excellent communication, interpersonal communication skills, time management, with a proven experience doing this at a management level internally and externally
  • Experience working/building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals
  • Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences
  • Demonstrated experience defining and tracking support metrics and implementing programs to improve operational performance
  • Comfortable with a rapidly-changing environment with a goal-oriented approach
  • Experience developing operational process and technologies to drive operational excellence through best-in-class change management practices


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.