Meta is seeking a Program Manager to join our AI and Self Support Operations team who is passionate about Generative AI (GenAI) and providing a world-class client experience across Meta's family of apps. The AI and Self Support team within Global Operations is responsible for the strategic deployment of GenAI that drives operational efficiency and customer satisfaction for Meta's global customer base.We think in customers' shoes and strive to solve problems at the root. We value innovation, ownership & accountability. The ideal candidate will have a proven track record in the strategy, setup, execution, and management of scalable programs.

Program Manager, AI and Self Support Operations Responsibilities:

• Lead programs that focus on deploying Artificial Intelligence (AI) to make operations more efficient across Global Operations
• Drive impact through exceptional communication skills, leadership , knowledge sharing, scalable processes, and operational expertise
• Communicate proactively to cross-functional partners, prepare formal recurring communications, and present to people at all levels of the organization
• Synthesize complex information and context and draw connection points across multiple teams to provide recommendations on strategy and drive operations and execution
• Diagnose and improve Meta's integrity and/or customer support processes, products and teams and drive recommendations for process, policy and product improvements
• Influence organizational roadmaps to tackle the company's most impactful opportunities that support our customers and improve reviewer/agent experiences
• Track and analyze key operational metrics to understand the support ecosystem that builds a feedback loop into better supporting our customers and help determine where to focus optimization efforts
• Apply critical thinking and judgement regarding support needs across multiple competing priorities

• 5+ years of experience in a project management, customer experience, customer success, management consulting, operations or similar strategic role
• 2+ years of experience doing business process analysis
• Experience leading global projects
• Experience leading relationships across large stakeholder groups
• Experience with executive communication and synthesis of complex or technical concepts to non-technical partners and leadership audiences to influence the strategy of those teams
• Demonstrated experience managing deadlines under pressure, prioritizing and managing multiple projects simultaneously

• Experience in a rapidly changing tech, support or startup environment
• Subject Matter Expertise in one of the following will be an added advantage:
• Workflow set up and configuration including documentation of processes and procedures
• Operational requirements gathering and prioritization
• Process improvement implementation (or establishing) operational processes
• Generative AI (GenAI)
• Customer Support
• Platform Integrity