Facebook SMB Client Experience Manager, Quality in Singapore

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:

The SMB team is seeking a Project Manager who is passionate about the strategic impact of Quality Assurance to improve the efficiency and effectiveness of business operations. The Client Experience Manager (or CX Manager) is responsible for ensuring the Voice of the Customer is heard, understood and prioritized across program processes, training, tools and product. This position will be directly responsible for maximizing the impact of every sales and support interaction for our customers— through process improvements; tools & systems implementations; and actionable, data-driven insights. In addition to streamlining the APAC SMB operations, this position will be responsible for collaborating with other teams across Facebook to ensure positive client interactions.

Ideal candidates will combine empathy for small business owners using the Facebook platform; understanding of sales and services teams, a keen eye for identifying process and workflow improvement opportunities; exceptional ability to drive results in collaborative, multi-stakeholder environments; a passion for rigorous planning and flawless execution; and a willingness to roll up their sleeves and execute the tactics. Success in this position requires strong critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results.

This position is full-time and located in our Singapore office

Required Skills:

  1. Drive the design, execution, and evolution of the SMB client experience quality strategy

  2. Maintain and iterate client experience frameworks (customer surveys, quality forms, coaching processes, etc) against the goals in a consistent and repeatable manner for each program.

  3. Develop, monitor and analyze client experience quality metrics.

  4. Provide client-driven insights to inform regional & global program strategy

  5. Draw insights from quality review processes and program performance to inform developmental opportunities, prioritize and address gaps.

  6. Ensure outsourced providers meet SMB standards, monitor/audit result and drive corrective actions

  7. Maintain organizational alignment across operations, business leaders and all quality staff

  8. Develop and implement improvements to customer and employee experience

  9. Become an expert in SMB programs and advocate for SMB customer needs

  10. Create detailed project plans and clear communication strategies to drive effective change

  11. Establish shared goals, clear responsibilities, metrics and operating rhythms with multiple stakeholders

Minimum Qualifications:

  1. 5+ years of relevant experience in a dynamic Sales or Customer Service organization, in a similar role

  2. BA/BS degree from a top-university

  3. Ability to establish shared goals and drive alignment across multiple stakeholders

  4. Experience leading cross-functional projects in a dynamic environment with multiple dependencies and constraints

  5. Good numerical skills and an understanding of basic statistics

  6. Experience in driving quality improvement projects, industry qualifications a plus (e.g. COPC)

  7. Ability to effectively prioritize and manage tasks within a fast-paced environment

  8. Strong desire to collaborate, share, drive best practices cross-functionally and globally

  9. Excellent business sense, passion for solving problem, and strong analytical skills

Industry: Internet