“One of the most incredible growth opportunities of my career was working alongside people from more than 122 countries while at Meta,” shares Lucy C., a program manager currently based in New York City. “During my time at the Dublin office, I worked with teams from across the globe. This diverse environment opened up my world view exponentially.”
Lucy is a member of the customer experience team, which lives under Product and Services Operations (PSO) at Meta. The PSO team helps Meta Business Partners harness the power of platforms and business graphs to service their customers around the world. Each group within PSO helps improve, operationalize and scale product experiences for the communities they support. “We want our customers to see us as trusted partners who can deliver quality service,” Lucy explains. Representing more than 100 nationalities, the team champions diversity and representation for billions of people across the globe.
Lucy enjoying autumn in New York City.
Charting a career path with a global team
Lucy first joined Meta as a graph integrity specialist in Austin, Texas after graduating university in 2015. Lucy transferred to the Dublin office one year later to take on a market specialist role before eventually moving again to New York City to join the PSO team.
“Over my seven years at Meta, I have relocated three times and transferred internally four times,” says Lucy. “The internal mobility programme sets Meta apart from other companies. I’ve had incredible opportunities to kickstart new teams and achieve huge career milestones. I’ve felt supported by Meta every step of the way.”
Today, Lucy leads the Service Design function in PSO, where her immediate goal is to reduce the fragmentation of customer support and help teams pivot from a product-oriented mindset to a service-oriented one. Rather than having an ad-hoc ecosystem of services, where customers struggle to find help from various places, Lucy plans to connect different teams across the company to design holistic customer support experiences together. “I’m motivated every day by the impact my team has,” she explains “Even a tiny improvement in customer support can help so many people, especially small businesses who need it the most.”
Nawel at the Meta office in Dublin.
Returning to Meta to make a meaningful impact
Members of the PSO team say the opportunity to make an impact tops the list of what sets Meta apart. Nawel K., who currently heads vendor management for EMEA in Dublin, was part of the vendor operations and workforce management team at Meta from 2015 to 2019 before deciding to take a hiatus. She rejoined the team in 2021 after realizing she could make a bigger difference at Meta than anywhere else.
"We change people’s lives every single day here,” says Nawel. “Businesses are growing, expanding and evolving – and that's good for the economy, regionally and globally. We enable people to use the right products to grow their businesses, which I'm proud of." She adds that the people at Meta made it an easy decision to return. “The culture is awesome, the people are kind, open, authentic and smart, and the products are future-forward. I am glad I returned.”
"In her current role, Nawel supports both ad commerce and technical work, assisting advertisers when they have questions around Meta’s technologies. In addition to her core work, she is invested in people development at Meta and strives to be a role model when it comes to diversity.
“As a leader, I want to serve as a navigator for my team’s growth. If team members don’t know the destination for their careers, I will help them find one and get there. I aim to empower my team to push the boundaries, be creative and be daring.”
Born in Algeria, raised in France and shaped by both strong men and women, she recognized the importance of people coming from different paths early on. That’s why she sets clear expectations with her recruiting team around representation.
“We don’t have a traditional definition of success at Meta, and we don’t put people in boxes. Above all, I want people to be curious and adaptable. They shouldn’t be afraid to grow, change mentors or try new things.”
Zhou is always seeking to broaden her horizons.
Bringing business and tech together
The PSO team embraces and empowers people with diverse professional backgrounds. Zhou W., a technical solutions consultant based in the Singapore office, joined with a technical background. She was previously developing in-house tools for an agency in Singapore when she realized a strong desire to expand her scope of work.
Zhou’s current role at Meta exposes her to both business and technical opportunities. Alongside her team, she provides technical support to clients using Meta’s ad products. She collaborates with the global customer marketing team and top clients to support their marketing strategies and help them leverage artificial intelligence across Meta platforms. There are five verticals within APAC, which gives Zhou ample opportunity to work cross-functionally with business engineers, marketing science partners and product marketing managers.
Since joining, she quickly noted that her teammates each came from a variety of backgrounds, and observed them learning new tech and business skills along the way. “I work with a team of fast learners,” Zhou smiles. “There’s so much opportunity to develop hard and soft skills, and build cross-functional relationships.” As for those who may be keen to grow their career in an individual contributor track or a management track, there are various mentorship opportunities available. Team members can decide if they want to stay and grow within one team or explore other roles. No matter what, mentors will help them figure out how to get there.
“ICs, managers and leads all offer strong mentorship. No matter your role or goals, there’s always room to grow. In return, I mentor my team members on solving challenges, onboarding products and adapting to change, as our platforms constantly evolve.”
Across the global PSO team, Lucy, Nawel and Zhou all share the same excitement for developing people and empowering customers for the future. From continuing to establish new cross-functional teams to developing new tools for internal and external use, there is ample opportunity on the horizon for all roles on the team. This growth is strengthened by the diversity of backgrounds and perspectives that defines the team and its impact.