Facebook Instagram Operations Program Manager in Dublin, Ireland
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.
Community Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Community Operations is for you.
The Instagram Operations team is a small and global team spread across multiple offices, working hand in hand with Facebook teams. The team focuses on improving the support experience for our Instagram community when they need help, while decreasing the potential for negative experiences in the first place. Our team is strategically important for Instagram to support and improve the usage experience for our rapidly growing community across the world, and requires talent that can add thought leadership in this area.
The CO Instagram Operations Program Manager will play a key role in both leading and collaborating on our many operations improvement initiatives. He or she will advocate on behalf of Instagram, working closely with our cross-functional counterparts, communicating effectively, and working towards shared goals so that we can scale our community support fast and efficiently while creating a world-class support experience for our community.
Lead and collaborate on projects that aim to improve our community's support experience
Analyse data to identify trends, propose strong business cases for initiatives, and report on operations performance
Communicate the results of analyses and insights to cross-functional teams, influencing the Instagram strategy of those partners
Develop/design processes to drive efficiency and effectiveness and ensure essential KPIs/service goals are met
Partner with internal/external cross-functional partners to deliver on projects, and invest in critical areas such as tools/systems, process re-engineering, reporting, staffing forecasting and volume automation to increase the effectiveness and efficiency of our community support
Enable Instagram teams to convert signals and insights delivered by partners into improved policies, product, process and support system solutions
Develop operational improvement solutions based on own initiative and experience, as well as mentoring/collaborating on projects initiated by others
3+ years program and project management experience in an operations environment
Proven track record of delivering multiple projects of significant scope on time and on budget
Experience working in, and communicating with global cross-functional teams
Experience with Excel, SQL and/or other data analysis tools