Contractor Program Manager, Community Operations

(Menlo Park, 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.

Community Operations' focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people's issues, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Community Operations is for you.

The Contractor Program Manager will be responsible for the overall management of a growing large-scale vendor program. This program performs business critical back-office operational work that enables the growth and scaling of Community Operations. They will have overall responsibility for the design, coordination and execution of the program, optimizing service and quality levels and ensuring most efficient use of resources to maximize the Community experience. They will manage the day-to-day operations, performance, and communication for the on-site contractor team as well as extensive coordination, stakeholder management and strategic planning responsibilities. The role is based in Menlo Park, CA.

Responsibilities

  • Manage day-to-day operations for large-scale managed service vendor engagement, working with vendor to execute and deliver on expectations
  • Manage contractor program performance including the definition, management and reporting on operational performance targets, working with vendor to execute and deliver on expectations including, but not limited to work-flow coverage, utilization, output/productivity and quality.
  • In a central management role, work with a variety of internal/external, local/global stakeholders (including, but not limited to: Ops Market Leads, Senior Ops leadership, Finance team, Procurement team, external vendor teams etc.)
  • Manage short/medium/long term capacity planning for large multi-skilled team – working with key business stakeholders to define headcount needs, staffing plans and manage resourcing to execute against operational targets and achieve business objectives
  • Coordinate the planning and staffing of new work-flow launches, updates and migrations
  • Manage all communication: including defining structured communication plan and processes for a variety of stakeholders and communication types
  • Forecast, manage and track budget spend across the program, working closely with Finance team, CO leadership and Vendor to ensure timely and accurate financial processes and control
  • Manage commercial relationship with vendor including maintenance, updates and negotiation of contracts

Minimum Qualifications

  • 5+ years experience in an Operations Center, including experience as a team lead with operations performance accountability
  • Experience with managing large-scale projects/programs
  • Program management, communication, stakeholder management, negotiating and influencing skills with a proven track record of achieving engagement from senior and cross-functional stakeholders
  • Experience working as part of a global, cross-functional team and working with all levels
  • Analytical skills
  • Experience in Microsoft Products

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