Application Product Manager, CRM

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 â€" we're just getting started.

We are looking for an Application Product Manager to develop and support the tools used by the Sales and Marketing teams, including Ad Sales (GMS), Partnerships, Workplace, and Oculus. This position is responsible for the roadmap and delivery of tools supporting a range of internal customers, and providing timely customer service and high end-user satisfaction. The Application Product Manager is part of the Enterprise Engineering organization, so candidates must be passionate about technology, quality and excellent customer service leadership. This position is full-time and based in our headquarters in Menlo Park.

RESPONSIBILITIES

  • Oversee the application product development for multiple enterprise applications and projects
  • Partner with Sales and Marketing Business owners to define a roadmap and drive business value through process and system updates
  • Participate in developing and maintaining service level agreements and ongoing management of service level compliance and general controls
  • Work with cross-functional teams to prioritize and deliver enhancements and new solutions
  • Manage multiple tasks and projects simultaneously, prioritizing workload efficiently
  • Act as the point of contact for escalations to vendors and internal teams
  • Oversee delivering root cause analysis for reported incidents
  • Provide operational metrics to demonstrate overall health of supported services
  • Demonstrate strong technical, communication, and troubleshooting and customer support skills
  • Act as an advocate for new solutions that support the company vision and push end users to be more productive
  • Oversee new product/service releases
  • Deliver engaging, informative, well-organized presentations
MINIMUM QUALIFICATIONS
  • 8+ years of experience in enterprise software solutions
  • 2+ years experience in CRM (i.e. Salesforce)
  • 5+ years experience writing SQL queries to extract data from Oracle and/or Vertica
  • 2+ years experience delivering to SLA based service constraints and operational metrics
PREFERRED QUALIFICATIONS
  • Bachelor’s degree in computer science, information systems or equivalent experience
  • Ability to learn, in technical detail, applications, services and software
  • Experience working with vendors like Salesforce, WordPress, Responsys
  • Communication skills and business acumen


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