Payment Operations Program Manager

Mission and ContextOur Payment Operations team is dedicated to empowering customers to seamlessly pay and be paid across various audiences and Meta products by delivering, managing, and optimizing Payments support. As part of the broader Meta Customer Support transformation, we are revolutionizing how we engage with customers, including Advertisers and Creators. Our team plays a pivotal role in driving this change.Role OverviewAs a Program Manager in our Payment Operations team, you will navigate an ambiguous, highly cross-functional environment where complex problem-solving is paramount. Your primary responsibility will be to lead cross-functional teams, fostering collaboration and integrating diverse perspectives from all disciplines to inform a unified strategic plan. The type of work to fill your day will include:Systems thinking: Analysing complex systems, identifying interdependencies, and developing holistic solutions.Organization: Prioritizing the highest impact work, managing multiple stakeholders, and maintaining a clear focus on objectives.Simplification of complex problems: Distilling intricate issues into actionable plans, ensuring clarity and feasibility for all stakeholders.If you thrive in dynamic environments, enjoy tackling complex challenges, and are passionate about driving meaningful change, we encourage you to apply for this exciting opportunity.

• Drive execution and operationalization of the organization's high priority portfolios by collaborating with large cross-functional teams (product, engineering, policy, legal, finance, etc) and influencing decision-making within leadership audiences to drive greater consistency of process, practices and execution across organization-wide work-streams
• Be strategically minded to identify and prioritize projects that satisfy Payments and Meta's Customer Support goals and objectives while incorporating tactical and strategic improvements that drive the business forward and improve customer experiences across Meta products
• Structure complex, ambiguous and potentially charged business issues for the leadership team by gathering and analyzing large amounts of information quickly in order to problem solve and drive decision-making effectively
• Implement program and project management routines including identification of key performance indicators, monitoring playbooks, deliverable and task tracking, resource planning, prioritization of work against available resources, post mortem evaluations to identify lessons learned and identify process improvements, and quality assurance to provide timely and high-quality deliverables.
• Provide necessary leadership updates on fast-moving, complicated projects and act as the primary point of contact for management, preparing communication materials and progress tracking for multiple audiences including supporting material

• 10+ years of relevant experience working in consulting, strategy, operations, or equivalent program management experience
• 3+ years of experience working in tech or global cross functional teams
• Demonstrated communications and leadership skills
• Analytical thinking and problem-solving experience
• Be intellectually curious and build familiarity and fluency with all of the guardianship of operations: legal, privacy, data protection, and security requirements for the products our operation supports.

• 2+ years of experience in customer support, trust and safety, payments, or related team
• Experience creating, implementing and improving business processes
• Graduated in Business, Legal, Economics or correlated area