Summary:

　　Meta is seeking a leader to manage the Support Operations team within the Global Operations organization. The Support Operations organization plans and manages the human production workflows necessary for delivering world-class support experiences to Meta’s key stakeholders, including users, advertisers, enterprise customers, and business partners. This team strategically plans both FTE and OPEX resources, and then manages the day-to-day performance of human production workflows as executed through third party outsourcing vendors.Meta has very high aspirations for improving its mindset and capabilities in the general domain of Customer Experience and Support for all stakeholders of our platforms; therefore, this role is central and critical to a key company priority. The leader in this role will manage a large organization of several hundred global FTEs, manage large OPEX spend, and work with people and partners around the world. Success in the role will be measured by materially improved outcomes in user/advertiser/stakeholder satisfaction, with leading indicators of operational efficiency, effectiveness, and employee experience.With this context in mind, success in this role will require the individual to demonstrate the following skills:* Customer Experience/Support expertise. Understanding of principles of customer, user, and stakeholder expectations and both (a) operational delivery against those expectations, and (b) related principles of measurement and marketing science.* Operations expertise. Strong expertise in operational management of production workflows, with the ability to forecast, manage, design, troubleshoot, and repair individual operational processes, as well as a system of related/linked operational processes.* Executive relationship building and management. Work closely and build trust-based relationships with Meta business partners including: product teams, data science teams, sales teams, adjacent operations teams, and other business teams e.g. finance and HR.* Large/global team leadership. Manage and lead a global team of ICs, managers, and directors with diverse backgrounds and skill sets, to achieving common goals and outcomes, especially in driving a customer-first mindset which is less common in other parts of the company* Strategic planning. Strategically plan and manage limited resources, with business acumen to prioritize and trade-off across competing priorities and constraints* Innovative problem solving. Innovate and solve problems based on analogous experiences in other domains and best-practices from across industries in providing customer experience/support.* Executive communications. Ability to synthesize complex issues and communicate clearly to an executive audience as well as a large organization.Note, the role does not directly require vendor management; however, the role will work closely with supporting ops team that do vendor management, workforce management, quality management, analytic support, and tooling support; and success requires understanding and facility with these roles.Complementing the skills above, candidates will be inclusive of diverse experiences and mindsets, highly cooperative with peers, aligned with Meta’s values (e.g. Meta, Metamates, Me), data driven, self-motivated, and flexible to frequent changes. This role reports into the VP of Global Operations.

　　Required Skills:

　　VP, Global Support Operations Responsibilities:

　　Design and oversee operational delivery of human support workflows including: Tier 1 Advertiser Support Ops, Tier 2 Advertiser Support Ops, Risk & Payment Operations, Partner Support Operations, Media Support Operations, Commerce Buyer/Seller Support, and Enterprise Support

　　Set a vision for the ideal suite of support and services to best scale Meta clients/partners/users and the products that support them around the world, solving for both global and local challenges and needs, as well as the diversity of businesses across Meta’s growing family of apps and services

　　Lead a global organization across of hundreds of team members and thousands of vendor agents across 10+ sites in North America, EMEA, APAC, and LATAM, establishing a strong organizational culture and providing mentorship, guidance and career development to members of the team

　　Develop strong cross-functional partnerships with sales and partner leaders around the globe as well as product, engineering, and integrity leads to identify and implement optimal solutions that are aligned with business priorities

　　Design, launch, and scale new support services and workflows when needed

　　Ensure quality, success and impact of existing scaled services and workflows within each market

　　Identify trends and key insights to drive impact to team goals, including adoption and scaling of services, user experience impacts, bottom-line revenue impacts, and operational efficiency of the teams

　　Continuously simplify the interfaces and ways in which clients and the field access support services, even as the overall portfolio grows across both businesses supported and workflows available

　　Understand root causes of customer needs, and find ways to proactively solve these issues before they occur, building empathy and passion for the client/partner experience through partnership with Product, QA and Engineering

　　Model inclusive behaviors and build a diverse organization that values, respects, and taps into different backgrounds and perspectives

　　Minimum Qualifications:

　　Minimum Qualifications:

　　15 or more years of experience with digital media, managed services, consulting, client services, customer service, or analytics

　　12 or more years of experience with team leadership, people management, cross-functional team leadership, or team management

　　10+ years of management experience in roles involving sales, operations, ad operations, and customer service

　　Bachelor's/Master’s degree in operational or analytic fields such as Engineering, Science, Mathematics, Computer Science, or similar

　　Demonstrated experience leading and building a diverse, inclusive, and high performing team across geographical regions

　　Experience forging relationships, advising C-suite leaders and key stakeholders across large-scale, global companies

　　Proven track record of collaborating with cross-functional teams including Sales, Product and Engineering leadership, advertisers, agencies and other ecosystem partners

　　Experience successfully working and influencing in a highly collaborative manner across a variety of business functions and geographies

　　Experience creating a vision, setting strategy, and ensuring delivery through impactful, scaled programs

　　Experience making business decisions, including identifying gaps or business needs, and innovating and scaling solutions

　　Knowledge of the global advertising marketplace

　　Experience working with global advertising markets

　　Preferred Qualifications:

　　Preferred Qualifications:

　　Energized by problem solving and the potential for innovative solutions that online marketing has created

　　Experience in a fast-paced start-up-like environment

　　Public Compensation:

　　$error/year to $error/year + bonus + equity + benefits We apologize for the inconvenience, please be patient as we work to correct the issue.

　　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].