Facebook Hiring for Program Manager, Commerce Support Operations Job at Menlo Park, CA Full Time

Commerce Operations is a rapidly growing team within our Global Operations function. Its mission is to build and deliver operations to provide the integrity, experience, and support for Commerce users across the Facebook Family of Apps. 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, engineering, and data science, to ensure high quality and safe experiences for both people and businesses across the Facebook family of apps. Successful candidates for this team are adaptable, creative, have a bias toward action, aren’t afraid of being wrong, and can successfully work across various teams & countries. Our Commerce Experience team is responsible for the experience of buyers and sellers on Facebook platforms. We are advocates for a better customer experience, driving customer-focused support efforts, and providing insights for product teams about user experiences. We partner with multiple teams to broaden the accessibility of support, implement automated and in-product service options, focus on scaled support solutions to allow for faster resolution, and provide insights for necessary product improvements so that we can reduce the volume of issues.

• Become an expert in commerce experience infrastructure, tools, systems, and data
• Collaborate with cross-functional stakeholders in determining commerce support requirements that allow new products to scale
• Manage projects and coordinate new product support across commerce operations team stakeholders as part of product core teams
• Communicate effectively with key cross-functional partners, including Engineering and others during design, build, launch, and expansion phase of product life cycle
• Develops project schedules based on the product requirements, technical challenges, tooling lead-times and business needs
• Manage a series of complex projects and coordinate new product support across numerous operations stakeholders
• Influence and lead commerce support efforts with key cross-functional partners, including Product, Engineering, Design, Policy and others during design, build, launch, and expansion phase of product life cycle
• Ensure project documents are complete, current and available for staff and leadership review
• Able to see challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed

• 4+ years of experience in Program Management
• 4+ years of experience working with cross-functional teams

• 3+ years of experience working in an operations environment
• 3+ years of experience in customer support
• CAPM or PMP from PMI

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.

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 [email protected].