Facebook Operations Specialist, Emerging Services in Menlo Park, California

Intro:
Facebook's mission is to give people the power to share, and make the world more open and connected. Through our growing family of apps and services, we're building a different kind of company that helps billions of people around the world connect and share what matters most to them. 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 make the world more open and accessible. Connecting the world takes every one of us—and we're just getting started.

Summary:
Emerging Services is focused on helping emerging products scale efficiently. Those who join our teams are passionate about solving people’s issues, and are strong advocates for the Facebook community. This role is focused on one of Facebook's newest products, Workplace. Workplace (https://workplace.fb.com/) was built to connect everyone in your company and turn ideas into action. We are looking for a passionate problem solver to develop both a deep and broad understanding of Workplace's processes and understand where our people, processes, and systems need to improve in order to give help to the people who need it most. Workplace is seeking an experienced leader to drive innovation, influence stakeholders and manage the implementation of effective strategies and goals. This person will combine a deep knowledge quality methodology with broad expertise in data analysis, structured problem solving, and project management to directly influence goal setting and its measurement for each team.

Required Skills:

  1. Manage contractor program performance including the definition, management and reporting on operational performance targets, working with vendor to execute and deliver on expectations including, but not limited to work-flow coverage, utilization, output/productivity and quality

  2. Manage the local rollout of a new quality measurement program

  3. Perform weekly qualitative and quantitative analyses to improve our understanding of opportunities

  4. Develop process documentation for in-team quality resources and aggregating feedback about the functionality of quality tools

  5. Think creatively about how to improve our Knowledge Base and other support content, A/B test content formats and channels to validate suggestions for change, and move quickly to implement data-driven improvements

  6. Willingness and ability to travel overnight internationally when needed (10%)

Minimum Qualifications:

  1. BA/BS Degree in a quantitative and/or science discipline from a leading academic institution, or equivalent 4+ years of experience in a role delivering or enabling 1:1 customer support

  2. Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action

  3. Exhibit a balance of analytical and interpersonal skills

    1. Attention to detail and nuance

    2. Ability to perform well in a changing environment

    3. Communication skills, including development of presentations

    4. Ability to multitask and work in an unstructured environment

Preferred Qualifications:

  1. 1+ years of Project Management experience

  2. Experience working in SQL

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.