Facebook Launch Support Specialist, Community Operations in Menlo Park, California

Facebook was built to help people connect and share, and over the last decade our tools have played a critical part in changing how people around the world communicate with one another. With over a billion people using the service and more than fifty offices around the globe, a career at Facebook offers countless ways to make an impact in a fast growing organization.

The Facebook Operations Planning and Execution Team provides project management support that bridges the gap between Community Operations, Policy, Engineering, and Product to address some of Facebook’s most complex cross-functional projects. The Product Launches Team ensures that we have sufficient operational support in place for all new products launched across the Facebook suite of apps. The Launches Project Manager works at the intersection of our Global Product, Policy, Scaled Support Operations, Community Support Operations, and Protect & Care Engineering teams to manage end-to-end activities that allow us to build new support and enhance current support for new products, enabling people to tell us when they are having negative experiences and when they need our help.

The Launches Project Manager leads a subset of our new product portfolio. The ideal candidate will be a detail-oriented, get-things-done professional who can think strategically, adapt quickly, and rapidly earn credibility and trust with all levels of the organization. They will have demonstrated the ability to coordinate with cross-functional leads on time & mission critical operational issues spanning policy, product, user operations, engineering, and other interdependent teams. This person will be highly organized, productive, poised, and able to thrive in high-pressure, time-sensitive scenarios.

This position is based at Facebook HQ in Menlo Park, CA.

Required Skills:

  1. Lead all project management activities and the successful execution of complex, cross-functional ops support efforts for new products.

  2. Create and execute workback timelines to manage all project components.

  3. Drive teams to alignment on key decisions and escalate as required.

  4. Spot and creatively solve complex, cross-functional operational issues, often unique to each project.

  5. Assemble and mobilize cross-functional teams when new products surface.

  6. Advocate for the community and various community operations teams in discussion with product and engineering.

  7. Apply solid judgement regarding support needs across multiple competing priorities.

  8. Engage and build relationships with cross-functional teams and stakeholders to ensure that development and operational readiness requirements are understood and implemented.

  9. Develop and apply a broad understanding across all facets of operations, including community support processes, market teams, outsourcing, reporting, workforce management, and so on.

    1. Review, prioritize, and track progress of risks and issues that affect launch support and impact our ability to execute on-time.

    2. Determine volume projects, staffing requirements, training needs, and quality management requirements.

    3. Communicate to cross-functional partners proactively, prepare formal report-out communications, and present to people at all levels of the organization.

    4. Monitor post-launch impact to assess effectiveness of support.

    5. Continually refine best practices for efficient and scalable end-to-end frameworks for launch process management.


  1. 4+ years in a project management, management consulting, or similar strategic role

  2. tech experience strongly preferred.

  3. Experience leading global projects.

  4. Experience in direct consumer support operations preferred.

  5. Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment.

  6. Experience working in and influencing global cross-functional teams.

  7. Exceptional documentation and communication skills.

  8. Ability to deliver high-quality results in an often ambiguous and rapidly changing business environment.

  9. Ability to influence cross functional partners.

  10. Ability to lead cross-functional teams and communicate well.

  11. Willingness to travel internationally (3-5 trips annually).

  12. BA/BS degree required.

  13. SQL/data skills a plus.

Minimum Qualifications:

  1. 4+ years in a project management, management consulting, or similar strategic role.

  2. BA/BS degree or international equivalent.

Preferred Qualifications:

  1. Tech experience.

  2. Experience leading global projects.

  3. Experience in direct consumer support operations.

  4. Demonstrated ability to keep up with deadlines under pressure, prioritizing and managing multiple projects simultaneously.

  5. Experience working in and influencing global cross-functional teams.

  6. Documentation experience.

  7. Ability to influence cross functional partners.

  8. Experience leading and communicating with cross-functional teams.

  9. Willingness to travel internationally (3-5 trips annually).

  10. SQL/data experience.

Industry: Internet

Equal Opportunity: As part of our dedication to the diversity of our workforce, Facebook is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com or you may call us at 1+650-308-7837.