Director, Business Product Specialists

Director, Business Product Specialists
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The Product and Service Operation team's mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. Solving problems is at the core of what we do. We put ourselves in customer’s shoes (internal or external) and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership and accountability. We ultimately help businesses through scaled service delivery and operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique position at the intersection of product and service allows us to partner with teams across Meta to drive our business forward by representing the perspective of the community and combining quantitative with qualitative signals to drive product launches, improvements and scale operations. We work closely with our cross-functional partners in Partnerships, Sales and Product, leveraging the data and insights we are uniquely positioned to gather, to enable Meta’s businesses to thrive. The Director of Business Product Specialists will lead a group of teams that are specialized by product area and provide support for our advertisers on the most complicated and technical issues. They triage and troubleshoot escalated cases that represent live client problems, and they also work closely with their product teams to deliver quality improvements to remove pain points. Additionally, they partner with operations teams to identify ways to drive greater efficiency in our scaled operations. This role reports to the Director of Global Product Services.
Director, Business Product Specialists Responsibilities
  • Lead managers supporting teams of product specialists across multiple offices and regions
  • Partner with product leaders to drive quality improvements on Meta’s ads and business products
  • Drive strategy for integrating the customer perspective into product roadmapping
  • Develop and oversee execution of programs to further scale our support systems
  • Ensure team performance against established service levels
  • Design and evolve the organization for future support needs, product launches, and emerging lines of business
  • Work with Sales and Partnerships teams to resolve high-priority cases
Minimum Qualifications
  • Bachelor's Degree
  • 12+ years of experience involving program management, strategy or support operations (or 10+ years experience with a Master's degree)
  • 5+ years experience managing, leading, and developing teams
  • Experience managing projects and stakeholders
  • Demonstrated experience defining and tracking support metrics and implementing programs to improve operational performance
  • Experience initiating and driving projects to completion with minimal guidance
  • Experience utilizing data and analytics to solve problems
Preferred Qualifications
  • Knowledge of digital advertising space
  • Lean/Six Sigma Certification
  • Experience or familiarity with delivering programs through outsourced vendor partners
  • Experience working with sales and/or customer service programs or organizations
  • Experience working and influencing in a cross-functional capacity within a dynamic, rapidly changing environment
  • Experience contributing at both strategic and operational levels
  • Proven communicator with experience simplifying complex concepts and influence others
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.
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