Outsourcing Project Manager, Community Operations

(Dublin, Ireland)

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 (CO) is focused 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, CO is for you. The Global CO Outsourcing team is a small and global team spread across several offices, which supports internal operations teams across all regions by managing our outsourced operations and partner relationships. Outsourcing is a strategically important area for Facebook to support our growth, creating empathy with our community at this scale is a challenge no other company has solved before, and requires talent that can add thought leadership in this area. The CO Outsourcing Project Manager will play a key role in helping Facebook to scale our community support fast and efficiently while creating a world-class support experience for our community.

Responsibilities

  • Own the coordination of training delivery to our partner locations. This will require working closely with both internal/external training delivery teams to ensure the training roadmap is properly planned, delivered, and measured
  • Coordinate quality adherence programs between internal and external teams.Coordinate quality adherence programs between internal and external teams
  • Work closely with policy and project management teams to understand latest updates to policy and ensure proper delivery and enforcement throughout partner network

Minimum Qualifications

  • 3+ years Operations experience in a global environment, with expertise in process management and Operations
  • Experience in training and/or quality assurance management with demonstrated delivery of program improvement and thought leadership
  • Excellent communication skills
  • Strong analytical and quantitative skills, with a keen interest in IT systems
  • Ability for 10% international travel

Preferred Qualifications

  • Experience in leading operations teams is of benefit, e.g. in outsourced environment

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