Summary:

　　The Customer Support Experience Payment Operations team mission is to build trust by delivering supportive experiences throughout the Meta Payments ecosystem. Our team designs, implements and continuously improves customer experience for agent-level processes, escalations and internal workflows. We are advocates for a better customer experience, driving customer focused support efforts, allowing for faster resolution, and providing insights to product teams about user experiences.We are seeking a Support Design Architect and expert in customer support design and delivery.

　　Required Skills:

　　Support Design Architect Responsibilities:

　　Develop points of view on how the Support Design and Optimization team can optimize the Customer Experience balancing competing priorities of stakeholders across Meta

　　Drive the agenda of maturing our organization to build out and continuously assess the Support Design and Optimization team control framework defining organizational and cross functional goals

　　Systematically analyze product metrics and labelling results, collecting insights, gaps, and pain points across the operation to categorize, scope and help prioritize process, tooling, training, documentation, and customer experience improvements

　　Coach and mentor other team members to share knowledge and experience and help grow the team

　　Manage projects and coordinate new product support across the Payments team stakeholders.

　　Influence and lead efforts, communicate effectively, and coordinate with key cross-functional partners, including Product, Engineering, Design, Legal, and others during design, build, launch, and expansion phase of product life cycle.

　　Able to see challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed.

　　Develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs

　　Ensure project documents are complete, current and available for staff and leadership review.

　　Collaborate with Customer Experience Specialists to unlock synergies across Product Pods to meet customers where they are creating accessible customer support

　　Minimum Qualifications:

　　Minimum Qualifications:

　　5+ years of experience in working in project management

　　7+ years experience working in a scaled customer support environment or relevant equivalent experience

　　Experience with strategic thinking with an analytical and problem solving approach

　　Demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements. With applied experience in a fast paced, global operations environment.

　　Preferred Qualifications:

　　Preferred Qualifications:

　　2+ years of experience working in an online operations or consulting environment, or similar

　　Knowledge of Payments industry a plus

　　Public Compensation:

　　$116,000/year to $168,000/year + bonus + equity + benefits

　　Industry: Internet

　　Equal Opportunity:

　　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 [email protected].