Job Information
Meta Quality Lead, Small Business Group in Chicago, Illinois
Summary:
Meta’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. In the Small Business Group organization, we work with millions of small businesses supporting their growth and connecting them with customers at both a global and local level. We are seeking a strategic, analytical Quality Lead to inform leadership decisions, drive operational excellence, and elevate the outsourced sales team to higher performance. This position will be focused on identifying strategic opportunities, driving operational excellence and influencing cross-functional partners to improve the overall customer experience and enable small business growth. The ideal candidate will combine high empathy for small business owners using the Meta family of apps; understanding of sales 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.
Required Skills:
Quality Lead, Small Business Group Responsibilities:
Manage the processes and frameworks for gathering customer experience inputs and insights for our sales programs
Lead cross-functional groups across multiple teams and functions to design, develop and optimize strategies and initiatives that improve the Quality of our sales experience and drive positive customer outcomes
Evaluate performance data and behavioral trends to drive improvements across Quality Program and juggle competing priorities
Monitor effectiveness of Quality initiatives, identify gaps and implement actions with regional sales teams and cross-functional partners
Design and implement solutions for Quality workflow automation through Generative AI and speech analytics
Deliver strategic recommendations to business and cross-functional teams to enable small business growth across Meta’s platforms e.g. customer journey mapping, product recommendations
Chair large quality assurance calibration sessions with internal stakeholders and vendors, resolving differences and providing clarity to drive alignment
Build strong relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments
Represent the customer internally by connecting research, data, and qualitative evidence to influence teams to action
Monitor outsourced partners compliance, adherence, and productivity
Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal
Develop and assess customer experience through direct contact interactions and trend analysis
Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions
Provide thought leadership and advocate for small businesses
Minimum Qualifications:
Minimum Qualifications:
Bachelor’s Degree
5+ years of work experience in consulting, vendor management, operational strategy or sales coaching
Experience communicating and presenting insights and recommendations to executive teams
Experience leading and influencing cross-functional teams and aligning partners to shared goals
Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management)
Operational and project management experience running strategic projects with cross-functional teams
Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners
Experience shifting priorities, while maintaining organization and control
Preferred Qualifications:
Preferred Qualifications:
Degree in Business or related field
Experience with inside sales, outsourced sales or account management capacity
Experience of sales-program quality assessment or sales development training
Advanced Excel experience – familiarity with pivot tables, lookups, revenue trend analyses
Moderate SQL experience extracting data from large databases
Customer journey mapping and/or process mapping experience
Demonstrated the experience to work autonomously and proactively
Public Compensation:
$152,000/year to $214,000/year + bonus + equity + benefits
Industry: Internet
Equal Opportunity:
Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.