Facebook is searching for an Operations Leader with a track record of transformational impact on customer experience managing global vendor operations across several thousand staff in customer support, compliance or risk operations. We are looking for a leader who can help continue to scale our global fooptrint rapidly to provide around the clock support to our community of 2B+ people in multiple dozen languages while challenging industry standards to provide a unique and supportive work environment to retain top talent and connect our global teams with a deep sense of purpose to keep our community safe. We are looking for a self-starter with an entrepreneurial and strategic mindset who proactively anticipates risks and opportunities and partners cross-functionally to address these and influences investments.
Responsibilities
Shape vision on how to scale and transform large-scale service, risk and compliance operations including vendor and location strategy, site expansion and compliance
Drive alignment on staffing, infrastructure, tooling and facility investments with leadership across Ops, Engineering, Policy, Security and Finance functions.
Define and execute on strategies to maximize impact and efficiency of our global workforce on service and community safety as well as company risk mitigation objectives across a broad set of Ops functions in partnership with Engineering and Ops stakeholders while delivering best-in-class community experience .
Drive continuous improvement through effective feedback processes to address policy, product, tooling challenges based on prioritized feedback from frontline staff
Partner with resilience experts to ensure best in class support for our global workforce and refine and continue to define effective audit mechanisms for compliance
Lead and develop senior leaders to foster a culture of integrity, service excellence, accountability, innovation, best practice sharing across sites and functions and build external partner/vendor relationships that mirror this culture
Role requires at least 30% domestic and international travel.
Minimum Qualifications
Significant experience in senior leadership roles leading vendor operations for relevant scale in domains such as compliance, risk, customer support, shared services, business process outsourcing
Deep domain expertise in all aspects of large scale operations, specifically vendor management, outsourcing, location strategy and program management
Superior fiscal, negotiation and contract management expertise
Ability to remain calm and effective under pressure and coach teams to effectively navigate and communicate in a fast paced and ambiguous environment.
Preferred qualifications
Strong communicator who can represent Facebook externally in partnership with policy and communication team
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