Technology Support Program Manager, Strategic Initiatives

Local Jobs Facebook in Customer Support & Success
  • United States, Sunnyvale, CA View on Map
  • Post Date : October 14, 2020
  • Apply Before : November 13, 2020
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Job Description

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 hire a Technology Support Program Manager (TSPM) to join our Strategic Initiatives (SI) Team. SI is a global team, which supports and enables the success of functional partners in Scaled Operations (SO) and Global Operations (GO) by offering close stakeholder collaboration, thought partnership, effective communication, and program excellence.

In particular, this role will join the Technology Enablement functions within SI, which focus on providing best-in-class technology solutions for Facebook’s partner workforce. We are looking for a TSPM who will be a partner for our cross functional teams from ideation to implementation, scale and governance of technology solutions in order to enable operational excellence.

We value influencers who can align diverse cross functional partners to deliver the best possible experience for our platforms. Those who join our team are extremely passionate about solving people’s issues and are strong advocates for the Facebook community.

  • Develop, roll out, and sustain repeatable support processes for Global Operations (GO) technology programs impacting Facebook’s vendor partners globally. Partner with regional teams to develop scalable solutions to support Facebook’s global outsourcing base.
  • Develop process documents and communication to support technology initiatives and ensure effective adoption of related process and procedure.
  • Govern technology support solutions to ensure the highest levels of efficiency and satisfaction by adhering to defined metrics and guidelines.
  • Lead productivity analysis and solutioning exercises for technology programs, driving cross-functional efforts towards the most impactful initiatives.
  • Use problem solving skills to resolve large and complex business problems. Analyze complex support flows and provide recommendations for process, policy, and product improvements.
  • Lead discovery exercise for program support. Obtain detailed business requirements by engaging stakeholders and partners. Drive in-depth scoping and planning efforts with inputs from Subject Matter Experts.
  • Perform RCA to understand support challenges and identify opportunities for enabling solutions.
  • Develop and roll out onboarding and related processes for technology support solutions, implementing and sustaining a support model for provisioning.
  • Track and analyze key operational metrics to deeply understand the support ecosystem and help determine where to focus optimization efforts.

  • 3+ years of experience in leading support functions for technology programs or SaaS software
  • 3+ years of experience in a project/program management position or in an equivalent function
  • Analytical, problem-solving, negotiation and organizational experience
  • Interpersonal experience, including relationship building and a collaborative mentality operating in a global, cross-functional team
  • Knowledge of software development processes and best practices. Knowledge with project and issue tracking systems
  • Business Analyst background with experience in requirements analysis techniques/methodologies, and a demonstrated track record of delivering business value through process improvement in the high-tech operations space

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.
Facebook 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 [email protected]

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