Agent Operations Specialist

(Mountain View, CA)

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.

Online Operations' mission is to continuously improve the health of our products while providing high quality support to our customers. Those who join our teams are passionate about solving complex business problems at scale. We need influencers who can partner effectively with our cross-functional stakeholders to help lead large contractor teams driving high touch support for Facebook users.Facebook is seeking motivated specialists to lead contractor teams who will be responsible for designing and delivering experiences that provide exceptional value through Facebook's high touch products. This role requires independent and creative thinkers who thrive in fast-paced environments, are creative, and go above and beyond. This is a full-time role based in our Mountain View office.

Responsibilities

  • Act as point of contact for team to resolve complex issues, offer confident recommendations to users and peers
  • Accountable for work output of entire team, ensure consistency across team
  • Drive initiatives for user adoption, trust building and delivering amazing experiences
  • Drive creative problem-solving solutions, design and lead training sessions for the team
  • Quality check team members' work product and run training sessions to ensure consistent quality for all team members across all shifts
  • Understand team needs and communicate to broader team to drive initiatives to optimize team initiatives
  • Provide constant feedback to peers, management and cross-functional partners
  • Interview potential team members, participate in broader recruiting efforts
  • Ensure strong team culture, lead and design culture-related activities
  • Lead training and be an expert on your team
  • Ability to distill complex issues and feedback into meaningful directive communications

Minimum Qualifications

  • 4+ years of related experience working in online operations, project management, and/or strategy consulting
  • Flexibility in working hours
  • Ability to multitask and work under pressure
  • Demonstrated problem solving ability with experience providing business insights and recommendations from data sets
  • Proven leadership and project management experience

Preferred Qualifications

  • MBA or graduate degree in an analytical field
  • Ability to manage multiple concurrent projects and drive initiatives in a cross-functional environment
  • SQL skills and familiarity with PHP
  • Familiarity with bot development

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