Partner Manager, Global Partner Operations

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Partner Manager, Global Partner Operations
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Every day, people come to Facebook to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Facebook’s Global Operations team exists to help them. Facebook is seeking an experienced Partner Manager to run Outsourcing Site Operations and to manage vendor relationships. This is a unique opportunity to work with a wide variety of internal teams providing scalable outsourcing solutions. Through ensuring high performance on existing programs and help facilitating transition of new programs, you will have a strong impact on the company's growth. Candidates are required to have partner management and consultative experience in the outsourcing environment, with communication and large-scale operation management skills. This includes a solid understanding of the outsourcing landscape, and comprehension of the Legal, Financial and Technical components of outsourced programs is expected. This is a full-time position based in our Hyderabad or Mumbai office.
Partner Manager, Global Partner Operations Responsibilities
  • Ensure program success through strong performance management of KPIs (Productivity, Quality, Wellness etc.)
  • Hold site accountable to and help set clear path towards operational excellence.
  • Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations.
  • Ensure vendors are meeting or exceeding Facebook Commitment of support, promoting excellence in rep support/wellbeing
  • Clearly and succinctly articulate site performance and any remediation plans to an executive level
  • Coordinate a team of cross functional partners responsible for driving improvement in an assigned area (Markets, Quality, Training, etc.)
  • Provide operational oversite and serve as approval point for Facebook driven, site level initiatives, coaching team members as needed
  • Ability to manage multiple responsibilities simultaneously and effectively and efficiently prioritize and meet deadlines.
  • Represent Facebook in vendor site and channelize internal Facebook culture in the site’s operation and people leadership landscape
  • Host focus groups onsite with various roles and levels to create an engaging environment which fosters feedback and transparency with close loop communication to the reps
  • Demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. hiring, floor management, workload prioritization, skilling, etc.)
  • Be the voice of the vendor by engaging, influencing and mobilizing Facebook XFNs to solve blockers, advocating for prioritization based on Community impact
  • Drive customer experience initiatives in vendor sites
  • Manage complex vendor and internal stakeholder relationships
  • Prioritize and deliver timely, high quality data driven work
  • Willingness to travel required for this role
Minimum Qualifications
  • 5+ years of experience managing and driving operational performance, supporting operations excellence, consulting or related field
  • Operations Management, Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
  • Experience with large scale operations working across or coordinating with cross functional teams like training, quality, workforce management, program management, engineering and product teams
Preferred Qualifications
  • Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
  • Flexible, adaptable, proactive and self-motivated
  • Outsourcing experience and knowledge of outsourcing landscape including legal, financial, administrative and technology components of outsourcing
  • Experience in BPO, Shared services and contact center best practices for Operations Management
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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