Head of Customer Experience & Service, Building 8

(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.

The B8 team will apply DARPA-style breakthrough development at the intersection of ambitious science and product development. It will operate on aggressive, fixed timelines, with extensive use of partnerships in universities, small and large businesses. The Product Launch Team has the responsibility for taking breakthroughs and delivering them to market at scale. Building 8 seeks a Head of Customer Experience & Service with the ability to lead and manage the world-class customer experience & service team at Facebook's Building 8. We are looking for a slightly impatient individual willing to face down their fear of failure to accomplish bold things. This is a full time position based in our Menlo Park office.

Responsibilities

  • Passion for Facebook's mission.
  • Lead, organize, and drive execution within the customer experience & service team.
  • Design novel customer experiences that challenge conventional customer service for new technologies and products at scale.
  • Track, analyze, report on, and optimize customer contacts and service.
  • Work with a global management team to deliver cohesive and coordinated customer engagement.
  • Define and implement new ways of having interactive customer communications.
  • Develop and improve customer service best practices and playbooks that reflect commitment to achieving the highest standard of satisfaction, excitement, and loyalty.

Minimum Qualifications

  • Experience in delivering quality customer experience & service over a variety of channels.
  • Previous experience in leading small and large-scale customer operations, achieving high levels of engagement, and business performance.
  • Experience with leading customer & service teams, as well as in the design and execution of initiatives matched to brand and products
  • Experience in delivering customer experience & service over channels
  • Previous experience in leading customer operations, achieving levels of engagement, and business performance.
  • B.S./B.A. degree

Preferred Qualifications

  • Master's degree
  • Experience with leading customer & service teams, as well as in the design and execution of initiatives matched to brand and products in global consumer companies.

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