VP, Product & Service Operations

VP, Product & Service Operations
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Meta is seeking a leader to manage the Product & Service Operations team within the Business Operations & Engineering organization. The Business Operations & Engineering organization is the operational and engineering engine that scales Meta businesses. The Product & Service Operations team builds the service engine that solves today’s customer problems and prevents tomorrow’s for the wide range of Meta’s business partners including advertisers, merchants, publishers, creators, and many more.
The vision is to deliver a customer experience that is able to predict and proactively prevent many issues, and when our customers do need help to harness the power of the platforms and business graph to deliver service in the most relevant and effective way possible. Key capabilities within PSO include partnering with regional sales leaders and teams to innovate and deliver scaled business services, supporting sales and customers with scaled issue diagnosis and resolution, delivering scaled data, measurement and analytics services, partnering with product teams to ensure quality and product market fit metrics are met, and innovating to streamline and simplify the interfaces between the field and ops teams across Meta.
This individual will assume leadership responsibilities in developing our talented team members around the world as well as driving cross-functional impact with our internal and external partners. Internal partners include the sales field teams that we directly support, sister operational teams, as well as product, marketing science, and other support teams that we align closely with. External partners include the clients and partners that we support through the field, as well as our outsourcing vendors with a large core operational footprint globally.
Candidates will be data driven, self-motivated, and flexible to frequent changes. They think broadly and innovate to keep ahead of a rapidly scaling set of businesses. They are expected to think creatively about nebulous issues and are passionate about problem solving. They will have strong operational instincts, and demonstrated ability to create highly scalable and automated service approaches. They will have led organizations and will be able to demonstrate a sustained ability to hire and develop talent. They will be strong communicators and collaborators, and be able to work successfully across teams and countries. This role reports into the VP of Business Operations & Engineering organization.
VP, Product & Service Operations Responsibilities
  • Set a vision for the ideal suite of support and services to best scale Meta clients/partners and the products that support them around the world, solving for both global and local challenges and needs, as well as the diversity of businesses across Meta’s growing family of apps and services
  • Lead a global organization across of hundreds of team members and thousands of vendor agents across 10+ sites in North America, EMEA, APAC, and LATAM, establishing a strong organizational culture and providing mentorship, guidance and career development to members of the team
  • Develop strong cross-functional partnerships with sales and partner leaders around the globe as well as product, engineering, and integrity leads to identify and implement optimal solutions that are aligned with business priorities
  • Design, launch, and scale new support services and workflows when needed
  • Ensure quality, success and impact of existing scaled services and workflows within each market
  • Identify trends and key insights to drive impact to team goals, including adoption and scaling of services, user experience impacts, bottom-line revenue impacts, and operational efficiency of the teams
  • Continuously simplify the interfaces and ways in which clients and the field access support services, even as the overall portfolio grows across both businesses supported and workflows available
  • Understand root causes of customer needs, and find ways to proactively solve these issues before they occur, building empathy and passion for the client/partner experience through partnership with Product, QA and Engineering
Minimum Qualifications
  • 15 or more years of experience with digital media, managed services, consulting, client services, customer service, or analytics
  • 12 or more years of experience with team leadership, people management, cross-functional team leadership, or team management
  • Bachelor's/Master’s degree in operational or analytic fields such as Engineering, Science, Mathematics, Computer Science, or similar
  • 10+ years of management experience in roles involving sales, operations, ad operations, and customer service
  • Demonstrated experience leading and building a diverse, inclusive, and high performing team across geographical regions
  • Experience forging relationships, advising C-suite leaders and key stakeholders across large-scale, global companies
  • Proven track record of collaborating with cross-functional teams including Sales, Product and Engineering leadership, advertisers, agencies and other ecosystem partners
  • Experience successfully working and influencing in a highly collaborative manner across a variety of business functions and geographies
  • Experience creating a vision, setting strategy, and ensuring delivery through impactful, scaled programs
  • Proven track record in making business decisions, including identifying gaps or business needs, and innovating and scaling solutions
  • Knowledge of the global advertising marketplace
  • Experience working with global advertising markets
Preferred Qualifications
  • Energized by problem solving and the potential for innovative solutions that online marketing has created
  • Experience in a fast-paced start-up-like environment
Locations
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
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, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta's Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.

Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.