Facebook VP, Vendor & Workforce Management, Community Operations in Menlo Park, California

Intro:

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.

Summary:

Facebook is searching for a VP with a proven track record of transformational impact on best-in-class experience and service excellence, risk mitigation and staffing efficiency in large-scale global operations environments. This global operation spans across several thousand staff to lead our vendor and capacity planning/workforce management functions. We are looking for a leader who can help continue to scale the impact and efficiency of our workforce, drive alignment and advocate for infrastructure and compliance investments across Ops, Engineering, Policy and Security functions to leadership and has a track record of building and scaling high-performing teams. A successful candidate will deeply connect with Facebook’s commitment to keep our community safe, prevent real-world harm and be able to partner across a wide set of functions to deepen our risk mitigation capabilities through leveraging, scaling and optimizing our global workforce and building a strong leadership bench.

Required Skills:

  1. Shape vision on how to scale and transform large-scale service, risk and compliance operations including location and business continuity strategy, site expansion, workforce management and CRM tooling.

  2. Drive alignment on staffing, infrastructure, tooling and facility investments with leadership across Ops, Engineering, Policy, Security and Finance functions.

  3. Define and execute on strategies to maximize impact and efficiency of our global workforce on service and community safety as well as company risk mitigation objectives across a broad set of Ops functions in partnership with Engineering and Ops stakeholders while delivering best-in-class community experience.

  4. Forecast and optimize OPEX budget through long-term staffing forecasting and execution of hiring across multiple languages, rep skills, and partner locations.

  5. Optimize short-term staffing through interval level forecasting, scheduling, and intraday management and implement mechanisms to maximize schedule adherence and staffing efficiency.

  6. Ensure all known projects impacting the workforce are analyzed, assessed, prioritized and accounted for in both long-term and short-term forecasts so they can be launched effectively with minimal disruption to ongoing community support.

  7. Partner with resilience experts to ensure best-in-class support for our global workforce and refine and continue to define effective audit mechanisms for compliance.

  8. Lead and develop leaders to foster a culture of integrity, service excellence, accountability, innovation, best practice sharing across sites and functions and build external partner/vendor relationships that mirror this culture.

  9. Role requires at least 30% domestic and international travel.

Minimum Qualifications:

  1. 15+ years experience in leadership roles leading vendor operations and workforce management and capacity planning functions.

  2. Experience of working with a scale of greater than ten thousand staff in domains such as compliance, risk, customer service, shared services, business process outsourcing.

Preferred Qualifications:

  1. Deep domain expertise in all aspects of large-scale operations, specifically vendor management, outsourcing and workforce management/tooling/capacity planning/project management and location strategy.

  2. Superior fiscal/budget management, negotiation and contract management expertise.

  3. Ability to remain calm and effective under pressure and coach teams to effectively navigate and communicate in a fast-paced and ambiguous environment.

Industry: Internet

Equal Opportunity: 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. 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.