Operations Manager, Content Labeling

The Mixed Reality Developer Enablement Operations (DEO) team works closely with Legal, Product, Engineering, Taxonomy and Policy teams to identify content needs and build solutions for search, ranking, and discoverability of the Meta Horizon Store. We are looking for an experienced and detail-oriented Operations Manager to lead our content labeling team, and those interested and passionate about enablement, process and operations, best-in-class experiences, the metaverse, and the developers creating content for it.The Operations Manager, Content Labeling role interfaces with a broad range of internal teams and works closely with our vendor team to ensure a healthy ecosystem through innovative practices and robust operations. They are knowledgeable about what labeling practices are, what constitutes quality content and how to implement taxonomy. They leverage an understanding of developer ecosystems, vendor management, compliance and operations processes. They use their visibility into the ecosystem to identify refinement opportunities of operational workflows that have a direct impact on Meta Horizon 3rd party applications and experiences. The ideal candidate is strategic, curious, empathetic, principled, and attuned to changing ecosystem needs and requirements.

• Manage the day-to-day operations of our content labeling process, ensuring high-quality output, and driving process improvements, including the overall operational health of the taxonomy labeling workflow.
• Operational Improvement: Analyze, identify, prioritize, and deliver operational improvement opportunities to enhance the effectiveness and efficiency of operational workflow. Identify, articulate, and quantify the impact of required tool changes to deliver on these opportunities.
• Quality Control: Implement quality control processes to ensure that labeled content aligns with internal guidelines and standards, ensuring calibrations with the vendor team.
• Collaboration: Work closely with key internal stakeholders to ensure smooth app launches and updates, as well as advocating for platform level solutions to common issues regardless of complexity.
• Management of Guidelines: Oversee guidelines for various labeling workflows while partnering with internal teams to execute necessary changes and improvements.
• Escalation Management: Manage complex escalations from start to finish, driving consensus across all stakeholders, including engineering, product, and policy teams. Develop post-mortems and implement preventative solutions, collaborating with engineering to improve detection and mitigation capabilities.
• Metrics and Reporting: Track key performance indicators (KPIs) related to app labeling and provide regular reports to stakeholders and leadership, as well as leveraging insights to identify areas of improvement and then implement solutions.
• Training and Development: Develop training programs to enhance the skills of the content labeling team.
• Compliance and Risk Management: Ensure all labeling activities comply with relevant laws, regulations, and company policies.
• Team Leadership: Foster an environment of continuous improvement and collaboration.

• 5+ years of experience in operations management
• 4+ years of experience as a program manager
• 3+ years experience managing or partnering with a vendor team
• Experience in designing and implementing measurement systems to enhance review quality and operational metrics
• Experience working with cross functional partners of a wide range of domains
• Experience documenting complex problems with clear solutions, mitigations and experience presenting to cross functional stakeholders and leadership
• Experience helping app developers overcome challenges to help them succeed
• Experience working in ambiguous environments to solve problems and offer potential solutions
• Experience creating and presenting executive level reporting

• Familiarity with the AR/VR/MR or gaming industry
• Experience working with remote/hybrid teams
• Experience contributing at both strategic and operational levels
• Experience working with, or creating products and services for developers
• Experience creating and managing maturity frameworks and moving along the maturity spectrum
• Experience in analyzing complex data sets, identifying trends, and developing actionable insights using tools such as Excel or SQL, with adept problem-solving and critical thinking skills