Quality Team Manager

Quality Team Manager
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Austin, TX
Global Operations' focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people’s issues and are strong advocates for the Meta community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. Scaled Operations (within Global Operations) manages the human expertise required for the integrity and experience of our community and business. If you like helping people, Global Operations is for you. The Quality Team Manager will be responsible for growing and managing a high-performing team of functional experts within the Global Operations Quality team. These experts review and label advertisements and other business content according to our advertiser policies and community standards to establish a source of truth to measure and provide insights on policy enforcement. You will then work with cross functional leaders in both Global Operations and product to influence the development of policies, protocols, technology, and training that directly impacts the experience of Meta’s global network of business partners. This leader must have exceptional people management, process optimization, and influencing skills. This leader will provide strategic direction, coaching, and mentorship to a diverse team and create an exceptional culture of excellence.
Quality Team Manager Responsibilities
  • Manage, coach, and motivate a dedicated team of expert contractors
  • Oversee hiring and onboarding processes
  • Promote agent engagement and create an exceptional team culture
  • Identify key performance drivers that affect goals and implement corresponding action plans
  • Prepare and evaluate contractor performance reports
  • Identify and resolve efficiency issues
  • Drive the optimization of team processes
  • Oversee implementation of resiliency support programs for all team members
  • Act as the Subject Matter Expert on team specific work
Minimum Qualifications
  • 3+ years of direct people leadership experience managing high performing teams
  • 5+ years related experience. Related experience can include: Customer Service, Call Center Management, Operations Management, Relationship Management, etc.
  • Communication, interpersonal, and presentation skills
  • Experience to easily build relationships and adjusts communication style to audience
  • Experience in driving change and delivering complex initiatives across multiple stakeholders
  • Experience to quickly understand business context, frame a problem, align stakeholders to a solution, and lead implementation
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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.
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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.