Meta is searching for a seasoned Product Manager eager to revolutionize enterprise support by setting Meta as the industry benchmark for delivering exceptional customer service through our tools and services.Our approach involves developing a cutting-edge, universal platform for customer support that leverages generative AI to incorporate best-in-class user experiences (such as conversational interfaces, chatbots, live chat, and proactive in-product solutions), agent experiences (such as conversation summary, agent copilot, and reply recommendation), reporting and analytics. In addition to creating this platform, our role encompasses the onboarding and support of a wide range of internal and external business partners, such as Reality Labs, HR, IT Help Desk, and more. By doing so, we empower these partners to enhance customer service for their end users while concurrently constructing a centralized, scalable customer service platform that benefits Meta as a whole.Although prior experience in this field is highly valued, we welcome generalist PMs who share a passion for addressing these complex, significant challenges.
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Product Manager, Care Customer Support Platform Responsibilities:
- Is the primary driver for identifying significant opportunities, and driving product vision, strategies, and roadmaps in the context of broader organizational strategies and goals
- Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm
- Incorporate data, research, and market analysis to inform product strategies and roadmaps
- Plan, initiate, and manage information technology projects for web-based products and platforms
- Lead the ideation, technical development, and launch of innovative tools, platforms, and/or products
- Drive product development with teams of world-class engineers and designers, while maintaining team health
- Work closely with cross-functional teams to drive product vision, define product requirements, coordinate resources from other groups (design, legal, etc.), and guide the team through key milestones
- Integrate usability studies, research, and market analysis into product requirements to improve engineer productivity and enhance user satisfaction
- Define and analyze metrics that inform the success of products. Identify and track key performance metrics
- 8+ years product management or related industry experience
- Displaying leadership, organizational and execution skills
- Familiarity with Salesforce Service Cloud or other customer support solutions
- Requires a Bachelor's degree (or foreign degree equivalent) in Computer Science, Engineering, Information Systems, Analytics, Mathematics, Physics, Applied Sciences, or a related field and 2+ years of experience in the following:
- Experience in product management or product design
- Experience working in a technical environment with a broad, cross functional team to drive product vision, define product requirements, coordinate resources from other groups (design, legal, etc.), and guide the team through key milestones
- Experience in analyzing complex, large-scale data sets and making decisions based on data
- Experience in gathering requirements across diverse areas and users, and converting and developing them into a product solution
- Experience in technical experience with analytical tools, methodologies, and design
- Proven communication skills
- Experience going through a full product lifecycle, integrating customer feedback into product requirements, driving prioritization and pre/post-launch execution
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.
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
$171,000/year to $238,000/year + bonus + equity + benefits
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.