Summary:

　　Meta seeks a Program Manager for our Customer Support & Experience team within the Global Support Operations organization. Within the Global Support Operations team, our GBG (Global Business Group) Support Strategy & Engagement team focuses on servicing internal sales teams and external advertisers. Our team has primary ownership of all stakeholder engagement, communicating Support and Integrity improvements to Sales, as well as gathering Sales’ feedback to help build a best-in-class support organization.Success in this role requires excellent communications and strong stakeholder management skills, and the ability to successfully manage cross-functional partnerships. You will have demonstrated experience influencing senior stakeholders, including support, integrity and sales leaders globally. At the same time, you will need to have strong program and project management skills, be comfortable presenting to different levels of audiences, while also identifying innovative ways to solve problems upstream and scale our operation. You will be accountable for driving improvement metrics like sales satisfaction and sales time spent on support specifically for the Greater China Region and all its stakeholders.

　　Required Skills:

　　Program Manager, GBG Support Strategy & Engagement Responsibilities:

　　Be responsible for driving Sales and customer Support sentiment by being a trusted cross-functional partner, addressing feedback and communicate Support progress, especially for the Greater China Region

　　Effectively communicate relevant insights around feedback, challenges, and roadblocks to appropriate stakeholders to influence and drive their roadmap prioritization

　　Collaborate closely with Sales and Support Operations teams to develop multi-faced solutions to fix problems at scale at all stages of the support process

　　Develop compelling data-backed analyses on ways to improve the customer experience - looking at both product fixes and operational improvement opportunities

　　Minimum Qualifications:

　　Minimum Qualifications:

　　Fluency in Mandarin is required as the role manages relationships and collaborates with stakeholders whose usual business language is Mandarin

　　Ability to communicate and present effectively to a diverse audience, across cross-functional partners at all levels in a fast-paced environment

　　Experience building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, and influencing teams towards achieving goals

　　Problem solving experience to assess, analyze, troubleshoot, and resolve issues through defining and tracking metrics

　　Experience proactively initiating, implementing and leading data driven projects that improve product or operational performance with minimal guidance, and communicating the results of analysis and insights to technical and non technical audiences

　　Experience leading projects focused on the sales and customer experience such as: education and training initiatives, launching and growing 1:1 and 1: many customer support solutions, and partnerships to implement customer experience improvements

　　Bachelor's Degree

　　12+ years of experience in sales support, engagement, strategy or related experience

　　Preferred Qualifications:

　　Preferred Qualifications:

　　Masters Degree or MBA

　　Knowledge of statistical analysis and tools such as SQL or Excel

　　Experience with delivering programs through customer success operations and/ or stakeholder management

　　Experience working with or in support of diverse communities

　　Experience working with the advertiser landscape and / or business objectives

　　Industry: Internet