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 2.1 billion people. This leader will also provide significant input into our global strategy and share best practices across regions.
A successful candidate will effectively influence strategic investments and roadmaps to drive innovation and improve our community experience with specific focus on understanding community trends and challenges in our NA region. Developing and expanding the capabilities of a high performing team in partnership with global leaders, HR and L&D teams is a key aspect of this leadership role. Core responsibilities include the day-to-day operations management and continuous transparency regarding performance of our NA operations against Service Level targets as well as development, advocacy for and execution of strategic initiatives to transform the support experience for our NA community.
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 experience: 10+ years of experience managing operations in domains such as customer service, compliance, risk management, business process outsourcing
Leadership: 5+ years of people management experience, including managing leaders and managing remotely across multiple sites
Proven track record of attracting, scaling and developing teams
Thought leadership: Strategic thinker with proven track record of transforming operations to provide customer experience through innovation and improvement
Communication: Experience influencing global cross-functional leaders as an advocate for FB community
BS/BA Degree or higher
Preferred Qualifications
Prior experience with analytical tools (like Excel, SQL, or R)
Advanced degree
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