OPERATIONS

Meta is seeking a Program Manager to join our Sales Experience & Insights team within the Global Operations organization. As part of the Sales Experience & Insights team, you will play a critical role in servicing internal sales teams and external advertisers, with primary ownership of all stakeholder engagement. Your key responsibilities will include gathering Sales’ feedback to help build a best-in-class support organization as well as communicating Support and Integrity improvements to Sales.As a Program Manager, you will be accountable for driving improvement metrics like sales satisfaction and sales time spent on support specifically for the North America Region and all its stakeholders. This is an exciting opportunity to make a meaningful impact on our customer support operations and drive business growth in the region.

MINIMUM QUALIFICATIONS

• Bachelor’s Degree
• 7+ years experience with program management, customer service, sales and marketing, and/or operations
• Proven experience in communications and stakeholder management experience at all leadership levels
• Experience building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, and influencing teams towards achieving goals
• Problem solving experience to assess, analyze, troubleshoot, and resolve issues through defining and tracking metrics
• Experience proactively initiating, implementing and leading projects, processes and programs that improve product or operational performance with minimal guidance
• Experience leading data-driven projects and communicating the results of analysis and insights to technical and non technical audiences

PREFERRED QUALIFICATIONS

• Masters Degree
• Knowledge of statistical analysis and tools such as SQL or Excel
• Experience with delivering programs through customer success operations and/ or stakeholder management
• Experience working with the advertiser landscape and / or business objectives
  For those who live in or expect to work from California if hired for this position.

• Be responsible for driving Sales and Customer Support sentiment by being a trusted Cross Functional Partner partner, addressing feedback and communicate Support progress
• Analyze trends, understand the support landscape, and build sales and operations narratives that are easy for sales to understand
• Develop data-backed analyses and compelling narratives to influence stakeholders, drive roadmap prioritization, and improve the customer experience
• Develop compelling data-backed analyses on ways to improve the customer experience - looking at both product fixes and operational improvement opportunities
• Work closely with Sales and Support Operations teams to develop multi-faceted solutions to fix problems at scale across all stages of the support process
• Drive projects focused on improving the sales and customer experience, including education and training initiatives, launching and growing 1:1 and 1:many customer support solutions, and partnerships to implement customer experience improvements