Advertiser & Enterprise Support Operations 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 fosters 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 our advertisers 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. The Advertiser Support team is seeking a program manager who will be responsible for managing complex issues around Meta's product, policies and procedures. This position will focus on understanding the biggest opportunities for our advertisers' enquiries, prioritizing and influencing our internal stakeholder to drive operational success metrics. The team is at the forefront of managing support for all Meta's advertisers ranging from our smallest and biggest advertisers. This is an exciting opportunity to help drive impact and strengthen user trust across the Meta family of apps. We are seeking team-oriented problem solvers who can build relationships and thrive in ambiguity. You work well in high-pressure situations, quickly implement solutions, and activate partners and subject matter experts as needed. You communicate clearly to various stakeholders, and provide key updates and findings as high-priority escalations unfold and provide root cause analysis and influence upstream/downstream fixes.

• 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 success metrics 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 urgent escalations to unblock advertisers from advertising on our platform
• Build collaborative cross-functional relationships with Product, Engineering, Data Science, Data Engineering, Operations Partnerships, Legal, and Privacy, among other teams
• Please note that at times, some weekend work and/or after-hours work may be required

• 4+ years of experience in an online operations, customer support, analyst, project management, consulting, online escalation environment or relevant experience
• Experience with communicating to a wide range of stakeholders to influence outcomes, including and not limited to leadership.
• Experience in agility with shifting priorities, while maintaining a high degree of organization and control
• Experience with leveraging analytical/data skills to solve ambiguous problems by providing practical business insights.
• Experience in project management and managing complex projects with wide range of cross-functional teams
• Track record of driving process improvements & cost optimizations

• Experience working in customer support, online operations or trust & safety environment
• Familiarity with KPI management, quality assurance and process optimization