Manager Payment Operations, Support Evaluation & Actioning

Manager Payment Operations, Support Evaluation & Actioning
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Risk and Payments Operations serves our global community by providing customer support for payment issues, and protecting individuals and businesses against payment abuse. The mission of the Meta Risk and Payments organization is to enable anyone, anywhere, to be able to pay and be paid with confidence. Within the Risk and Payments team, the Payment Operations team is responsible for defining and executing a customer support strategy for both new and mature products leveraging payments across the Meta family of apps. Support could mean different things across our many payments products: from providing support to advertisers who need help paying their bill, to helping charities onboard to receive donations, to identifying and resolving fraudulent transactions. The Data Pillar in Payment operations develops data-driven systems that measure and improve the performance of Payments Customer Support. We are looking for a manager leading a team of data analysts and technical analysts responsible for developing systems for evaluation of and actioning on support cases. A successful leader for this team will be technically adept, have great strategic insight and have deep insight into developing automated customer support.
Manager Payment Operations, Support Evaluation & Actioning Responsibilities
  • Lead a team of data analysts and technical analysts to develop systems for assessing resolution of support cases, issue classification, routing of cases and automating responses for multiple products across Meta
  • Provide mentorship, guidance, career development, performance management, and coaching for your team
  • Ensure alignment and development of mature technical solutions in our collaboration with engineering and data science partners
  • Collaborate with other teams within Risk and Payments, Product, Data Engineering, and Data Science to drive payment customer support improvements
  • Be an expert in Payments operational systems and data
Minimum Qualifications
  • 5+ years experience in data analytics, research, operations, or engineering
  • 2+ years of experience using or reviewing scripting languages (e.g. PHP)
  • Experience in developing data insights that drive decision and taken decisions based on those insights
  • Experience in developing technical solutions for complex operational environments
  • Experience communicating and influencing technical and non-technical audiences, including executive audiences
  • Experience in designing technical solutions for complex business problems
  • Experience with stakeholder management and direct coaching/mentorship
  • Experience manipulating large datasets in SQL or equivalent and drawing actionable insights from data
  • Experience in classification and predictive modeling
Preferred Qualifications
  • 3+ years experience working in payments or operations
  • Experience working with a globally diverse and distributed team
  • Experience working in a customer support-focused environment
  • Experience with developing taxonomies or other classification systems
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
(Colorado only*) Estimated salary of $153,000/year + bonus + equity + benefits
*Note: Disclosure as required by sb19-085(8-5-20)
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