Product Operations Manager

Product Operations Manager
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Meta’s Enterprise Products team is responsible for building user-friendly, scalable, and robust enterprise applications. Meta is seeking an experienced, insightful and hands-on Product Operations Specialist with a strong background in driving operational rigor and excellence with a Managed Service Provider (MSP). As a member of Enterprise Products, you will play a key role in reimagining productivity operations to develop expertise in a specific product area and strategically guide the MSP. Reporting to the Manager of Release Management, the Product Operations Specialist will be responsible for ensuring the continued performance of the selected MSPs for Enterprise Products.
Product Operations Manager Responsibilities
  • Operate as a product and process expert in the business areas & pillars
  • Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support product support operations
  • Monitor the effectiveness of the Managed Service Provider (MSP) supporting Enterprise Products key workstreams (Finance/Supply Chain/People/Reality Labs) and make recommendations for improvement
  • Hold MSP accountable to contracted scope and agreed SLAs, ensuring any SLAs missed are addressed with a comprehensive mitigation plan
  • Work with the MSP and Meta Engineering Managers/Application Managers to improve MSP knowledge of internal Meta products and level up support
  • Create complex dashboards for operational insights from various Meta internal tool
  • Attend Weekly/Monthly/Quarterly governance meetings with the MSP, challenging the norm and striving for excellence
  • Track and contribute to MSP’s continuous service improvement from an operational perspective
  • Act as primary escalation point for MSPs/ Enterprise Product Leads and manage/coordinate the resolution of issues or complaints
  • Develop key relationships and communication with MSP Service Delivery Managers, and key Enterprise Products Leads
  • Act as the POC when it comes to the transition of additional scope to MSP - support and coordinate through the transition lifecycle
  • Change management, implementing new processes and driving continual service improvements
  • Collaborate with Release Managers, supporting your Pillar, and contribute to monthly Operations Review meetings reporting out on MSP performance
  • Give input to Release Management reporting including Production Reviews dashboards and MSP Scorecards
  • Responsibilities may be extended to include other areas of Product Operations / Release Management and the successful candidate will need to skill-up to have a working knowledge of these areas
Minimum Qualifications
  • 5+ years of experience managing production operations and large Manage Service Providers (MSP)
  • Experience in delivering large scale MSP transitions
  • Experience of Service Management and Product Operations disciplines, processes, concepts and best practices
  • Experience in managing and delivering a successful MSP project, consistently meeting or exceeding SLAs
  • Bachelors degree in business, technical discipline or relevant experience
Preferred Qualifications
  • ITIL Certification and experience operating within the ITIL process framework.
  • Experience leading and supporting Service Delivery teams
  • Experience conducting deep analyses
  • Experience using critical thinking/problem solving, leveraging data to articulate problems, develop recommendations, and measure performance
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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.
$157,000/year to $218,000/year + bonus + equity + benefits

Individual pay is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base salary, Meta offers benefits. Learn more about benefits at Meta.
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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.
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