Advertiser & Enterprise Support Operations' (A&E) mission is to optimize the Advertiser & Enterprise end-to-end support experiences through monitoring program performance, driving continuous improvement and implementing support plans. We are responsible for the overall health and performance of our advertisers service delivery to ensure that our customers have a seamless experience on our platform. This team is passionate about fostering the growth of communities, businesses, and advertisers on Meta by ensuring we address their pain points. We embrace innovation, ownership and accountability and are uniquely positioned at the intersection of product and service. This allows us to partner with teams across Meta to drive our business forward by representing the voice of the community to improve their experience, enhancing customer support operations, combining quantitative with qualitative signals to influence product roadmaps, focusing on data management and scaling measurement outcomes.
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Advertiser Experience Program Manager Responsibilities:
- Develop a vast understanding of issues our advertisers are facing when interacting with support
- End to end program management of complex projects that can span time zones and across functional teams
- Proactively identify program risks, develop and execute mitigation plans, and communicate rationale
- Liaise closely with Meta vendor teams to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions
- Identify actionable insights, suggest recommendations and influence team strategy through effective communication
- Investigate, troubleshoot, and resolve sensitive escalations to unblock advertisers from advertising on the platform
- Build collaborative cross-functional relationships with Product, Engineering, Data Science, Data Engineering, Operations Partnerships, Legal, and Privacy, among other teams
- 5+ years of experience in an online operations, customer support, analyst, project management, consulting, online escalations environment or relevant experience
- Good communicator with influencing skills across different stakeholders, including lead stakeholders
- Good to shift priorities quickly, while maintaining a high degree of organization and control
- Good analytical skills and data orientation with experience in solving ambiguous problems using data and providing practical business insights
- Experience in project management and managing strategic projects with cross-functional teams
- Track record of driving process improvements & cost optimisations
- Experience working in customer support, online operations or trust & safety environment
- Familiarity with KPI management, quality assurance and process optimization
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.
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.