Facebook Partner Solutions Manager, News in Mexico City, Mexico
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.
Facebook is looking to grow its Media Partnerships team with a Partner Solutions Manager team member who will act as a support point of contact to quickly internally address and mediate resolution of issues raised by our publishing partners. The Media Partnerships News team manages strategic relationships with key media groups and journalists in the Media landscape for public content on Facebook.
This role will work closely with Strategic Partner Managers (SPMs) in engaging with partners and internal teams, working cross functionally to deliver high quality support, partner education and solutions to public figures and media companies in the Latin American territory, supporting products and features of both Facebook and Instagram. In this operational role, you'll have the opportunity to cause an impact by escalating issues, following up to offer a satisfactory solution to our partners and serving as a liaison between Media Partnerships and other operational teams within the company. This is a full-time role based in Mexico City.
Become an expert in the support experience for publishing companies and journalists on Facebook and Instagram
Work alongside with internal teams, investigate and resolve issues reported on Facebook and Instagram such as requests for account and product support
Use market specific knowledge, signals and insights to improve the support of our Media partners in the Latin American market.
Offer high-touch solutions based on familiarity with product launch status and bugs, proactively advocating for partners and pushing issues toward resolution
Respond to Strategic Partner Managers and Central Team inquiries with high quality, speed, empathy and accuracy
Document internal communications using our tools
Use your problem solving skills to prioritize and resolve complex tasks
Use data to spot opportunities and deliver insights to improve partners’ performance
Manage the implementation and optimization of educational trainings and workshops
Align with product and operations teams to act as an expert on specific media products
Other duties as assigned
4+ years of experience
Fluency in English and Spanish
Bachelor's degree or equivalent experience
Regional Expertise: You know what's going on in the News scenarios in Latin America
Ability and experience working independently and a track record of taking initiative in changing environments
Ability to analyze data to tell a story and make recommendations
Availability to travel internationally
Avid Facebook and Instagram user, a knowledge of both products
Self-starter, intellectually curious and creative individual comfortable operating in a fast paced, ever changing environment
Strategic thinker with strong analytical and creative problem-solving skills
Video and social media enthusiast
Experience in programming language and analytical tools a plus (Excel, SQL, Tableau, etc)