Facebook North America Quality Operations Manager, Community Operations in Austin, Texas
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 Quality Operations Manager will be responsible for managing a high-performing team within the Global Quality team, ensuring that the on-going delivery of quality metrics is timely and reliable, and will work in close partnership with strategic stakeholders across the organization to influence change. The Manager will provide direction, coaching, and mentorship to a diverse, motivated team of individual contributors, help shape the team's long-term vision, devise and drive global goals, and identify opportunities to drive change to help Facebook provide the best support for the community.
This is a full-time role based in Austin, TX.
Provide mentorship, guidance and career development to members of your team
Lead and enable a high-performing team to deliver on goals by providing superb 1:1 support, and enabling deeper, more scalable solutions
Design, deliver and maintain day-to-day service delivery of quality review operations against targets in a highly dynamic and fast-paced environment
Help shape team vision, establish team goals and work with direct reports and leaders across the organization on strategies for executing, measuring progress and sharing results
Be able to effectively zoom in and out to address near term business needs as well as setting a long-term strategy for Quality Operations
Build strategic relationships with global and cross-functional partners to drive improvements to the community support experience
Communicate process, policy and product concepts effectively to leadership, business and cross-functional partners
BA/BS degree or higher
2+ years of people management experience
4+ years of experience working in an Operations, Analytics, Product, Engineering or equivalent team
4+ years of experience initiating and driving projects to completion with minimal guidance
Experience communicating to a variety of audiences
Bachelor's degree in a quantitative field such as mathematics, statistics, economics or related field
Experience working in a technology company or Consulting firm
Experience with complex process design, implementation and improvement
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 firstname.lastname@example.org or you may call us at +1 650-308-7837.