Global Operations' (GO) focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people's issues and are strong advocates for the Meta community.We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. Scaled Operations (SO), within GO, manages the human expertise required for the integrity and experience of our community and business. If you like helping people, GO is for you.Meta is looking to hire an experienced and entrepreneurial Technology Support Program Manager to ensure the highest level of customer satisfaction and drive efficiency across its systems. The Program Manager will be responsible for leading the execution and activation of numerous support initiatives and will work with various stakeholders including Engineering, Product, Process, Vendors, and more.
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Technology Support Program Manager Responsibilities:
- Develop, roll out, and sustain repeatable support processes for Global Operations (GO) technology programs impacting Meta's vendor partners globally.
- Develop process documents and communication to support technology initiatives and ensure effective adoption of related process and procedure.
- Govern technology support solutions to ensure the highest levels of efficiency and satisfaction by adhering to defined metrics and guidelines.
- Lead productivity analysis and solutioning exercises for technology programs, driving cross-functional efforts towards the most impactful initiatives.
- Use problem solving skills to resolve large and complex business problems. Analyze complex support flows and provide recommendations for process, policy, and product improvements.
- Lead discovery exercise for program support. Obtain detailed business requirements by engaging stakeholders and partners. Drive in-depth scoping and planning efforts with inputs from Subject Matter Experts.
- Perform RCA to understand support challenges and identify opportunities for enabling solutions.
- Develop and roll out onboarding and related processes for technology support solutions, implementing and sustaining a support model for provisioning.
- Track and analyze key operational metrics to deeply understand the support ecosystem and help determine where to focus optimization efforts.
- Bachelor's degree in a directly related field, or equivalent practical experience.
- 4+ years of experience in leading support functions for technology programs or SaaS software.
- 4+ years of experience in a project/program management position or in an equivalent function.
- Analytical, problem-solving, negotiation and organizational experience.
- Interpersonal experience, including relationship building and a collaborative mentality operating in a global, cross-functional team.
- Knowledge of software development processes and best practices. Knowledge with project and issue tracking systems.
- Business Analyst background with experience in requirements analysis techniques/methodologies, and a demonstrated track record of delivering business value through process improvement in the high-tech operations space.
- Program Management background with experience in requirements analysis techniques/methodologies, and a demonstrated track record of delivering business value through process improvement in the high-tech operations space.
- Independent and thorough in examination and analysis, along with being consensus-building and results-oriented.
- Experience working on highly cross-functional, global teams.
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.
$122,000/year to $177,000/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.