Community Operations' mission is to build and maintain the world's engagement and trust in Facebook. We are searching for an instrumental leader to manage our mature and critical North America market regional community, across multiple sites and staff groups to help Facebook build trust with our growing community of +1.8B people. This leader will also provide significant input into our global strategy and share best practices across regions.
We're targeting a seasoned operations leader with deep domain expertise in operations, customer experience, thought leadership and talent development, who can provide vision and strategy and oversee execution across all staff groups supporting our North America community. You'll work in close partnership with cross-functional stakeholders including but not limited to policy, product, process, systems/tooling, PR, data/analytics and specialized safety operations teams.
This is a full time position, based in Menlo Park, California.
Responsibilities
Provide strategic direction and thought leadership to our regional North America Market Operations team, define north star for world class community support experience
Manage day-to-day service delivery of NA content review operations against quality and efficiency targets in a highly dynamic and fast paced environment
Partner with global leaders and HR/L&D/recruiting to develop and execute on a holistic people strategy to attract, retain and develop top talent and role model leadership best practices
Influence cross-functional roadmaps and strategic investments as an advocate for our NA FB community across product, policy, process, systems, data/analytics, drive continuous improvement and step change innovation, drive goal alignment and execution planning as advocate for NA and global Facebook communities
Actively engage as a member of the global leadership team for cross-cutting strategic, operational and people initiatives
Travel: role requires directionally 20% travel
Minimum Qualifications
Operations domain expertise: 10+ years of experience managing large-scale operations in domains such as customer service, compliance, risk management, business process outsourcing. Deep expertise in all success factors for a mature operations.
Leadership: 5+ years of people management experience, including managing leaders and managing remotely across multiple sites, proven track record of attracting, scaling and developing high performing and highly engaged teams
Customer experience thought leadership and empathy: Strategic thinker with proven track record of transforming operations to provide customer experience through innovation and continuous improvement.
Communication: Influencing skills with global cross-functional leaders as an advocate for FB community.
BS/BA Degree or higher
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