Manager, Customer Service Operations

Manager, Customer Service Operations
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As the Contact Center Operations Manager at Meta Reality Labs, Lead internal teams across policy, procedure and operations to deliver contact center excellence at all touch points and playing a supporting role in the successful management of external partner engagements. You are a strong leader with extensive experience in the customer support industry and understand internal and external operational dynamics intimately. You prioritize investing in the care and development of your team members and your experience in this area includes a history of successfully fostering leadership growth in your direct reports. You have a successful track record of using data and insights to drive and implement to drive efficiency, productivity, and operational improvements that lead to improved customer outcomes. You’re a pro at leading a team to navigate through the most sensitive, ambiguous, and time sensitive customer facing emerging issues. You have experience building trusting cross functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast paced and extremely dynamic environment - all the while motivating and developing your team to do the same. Your ultimate goal is to build and lead a world class team who relentlessly focuses on increasing customer loyalty and advocacy through the power of their direct customer interactions and cross functional influence.
Manager, Customer Service Operations Responsibilities
  • Manage a high-performing team covering escalations, emerging issues management, and external and regulatory enquiries.
  • Creating and maintaining a culture of excellence within the Contact Center that inspires vendors to do their best work.
  • Develop team by providing mentorship, guidance and career development to team members.
  • Monitoring site performance to ensure that they are following procedure correctly and treating customers in a friendly, professional manner.
  • Act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.
  • Evaluate and Improve Contact Center operations by developing new policies and procedures, conducting audits, and making recommendations for change.
  • You are mission driven and ensure that this is embedded and practiced daily in all activities, including establishing team goals, measuring progress and sharing results.
  • This individual is key to shaping the vision of the team by ensuring your team operates in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.
  • Proactive and able to identify risks and opportunities in processes and policy, ensuring that all stakeholders are aware and understand the impact on day-to-day operations.
  • Ability to identify and recognize the need for and lead through change management initiatives while maintaining and driving teammate engagement.
  • Proven success building and maintaining healthy relationships with key partners, acting as the link between operations and stakeholders, identifying opportunities that will improve both the customer and teammate experience.
  • Be the spokesperson of the customer. Where the customer experience has failed, your priority will be to make the customer whole again, putting solutions in place to prevent this from impacting other customers in the future.
  • You are an advocate for customer care, who will carry and drive the FRL customer focused culture with your colleagues and within your team.
  • Superior judgement.
  • Excellent follow up/follow through.
  • Takes initiative.
  • Willing to take calculated risks.
  • Collaborate with internal cross-functional and external partners (serves as the glue between the business and partner operations).
  • Accountable.
  • Practices “service leadership”.
  • Relationship builder.
  • Must be willing to travel (at minimum) 5-10%.
Minimum Qualifications
  • BA/BS degree or equivalent contact center professional experience
  • 3+ years of experience of directly leading a globally distributed support team
  • 5+ years of experience in customer-facing communications, customer service, contact center management, and/or program management
  • 5+ years experience engaging with and supporting a globally distributed supplier partnership focused on customer support operations
  • Communicate effectively with experience in reaching resolutions with both technical and non-technical issues, ensuring that any impact is communicated cross functionally, at a global level
  • Proven communication and active listening skills
  • Proven team player/teamwork focus experience
  • Experience developing and delivering presentation material to any audience size
  • Analytical/Data Driven Experience
  • Experience implementing creativity in problem solving
Preferred Qualifications
  • Lean Program Management experience.
  • Effective project management and communication skills.
Locations
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.
$134,000/year to $193,000/year + bonus + equity + benefits

Please note the national salary range listed in the job posting reflects the new hire salary range across levels and U.S. locations that would be applicable to the position. Final salary will be commensurate with the candidate’s final level and final location. Also, this range represents base salary only and does not include the company bonus, incentive for sales roles, equity, or benefits , if applicable.
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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.