Global Program Manager, Vendor Quality

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Global Program Manager, Vendor Quality
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Product & Service Operations (PSO's) mission is to build a service engine that solves today’s customer problems and prevents tomorrow’s. Solving problems is at the core of what we do. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. We ultimately help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique view on both product and service allows us to partner with teams across Facebook to drive our business forward by representing the community and combining quantitative with qualitative signals to drive product launches, improvements, and scale operations. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable Facebook’s businesses to thrive. The PSO Agent Skills and Enablement Team is seeking a Vendor Quality Program Manager who is passionate about providing a world-class client experience with Facebook's business and marketing solutions. The ideal candidate will have a proven track record in the setup, execution, and management of global programs, experience in third-party or contractor program management, a passion for enhancing customer satisfaction through efficient operations and service excellence, and a keen eye for identifying and scaling processes and workflow opportunities. The successful candidate will have strong data analytics experience and be customer-obsessed.
Global Program Manager, Vendor Quality Responsibilities
  • Scale global quality framework across programs
  • oversee quality audit and governance processes
  • Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualization
  • Proactively identify and implement process improvements and technological innovations
  • Work extensively with cross-functional partners to identify and implement optimal solutions in the areas identified
  • Emphasize scale for global support across multiple workflows while meeting requirements for specific regions and verticals, including understanding technology solutions and other needs
  • Make sense of ambiguous, disjointed processes involved in the Facebook customer support experience and develop holistic solutions to connect the processes and improve the customer experience
  • Collaborate cross-functionally with Sales, Operations, and Product teams to implement optimal solutions to thematic issues
Minimum Qualifications
  • Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences
  • Experience leading project delivery for large, cross functional projects
  • Experience developing operational process and technologies to drive Operational Excellence through best-in-class change management practices
  • Demonstrated experience defining and tracking support metrics and implementing programs to improve operational performance
  • Experience working/building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals
  • Bachelor's/Master's degree with 4+ years of relevant experience (e.g. in support quality, customer experience quality, support operations, or technical support)
  • Experience with a rapidly-changing environment with a goal-oriented approach
  • Experience analyzing data to drive product and process solutions
Preferred Qualifications
  • Experience in customer satisfaction or quality initiatives in a contact center operations
  • Process excellence mindset with certifications in quality, Lean or Six Sigma
  • Experience in quality assurance and compliance frameworks and methodology (like SPC and AQL sampling levels and 8D problem solving methodology)
  • Experience working with or in support of diverse communities
  • Bachelor's/Master's degree with 6+ years of relevant experience (e.g. in support quality, customer experience quality, support operations, or technical support)
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.
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