Program Manager, Commerce Ops Health Monitoring

Commerce Operations is a rapidly growing team within our Global Operations function. Its mission is to build and deliver operations to provide the integrity, experience, and support for Commerce users across the Facebook Family of Apps. We're growing this team to develop new operation capabilities to support Facebook's growing Commerce products, and are looking for people with both the passion and ability to build new operational teams, processes and programs which focus on supporting the customer experience. We partner closely with several cross-functional teams, including product, engineering, and data science, to ensure high quality and safe experiences for both people and businesses across the Facebook family of apps. Commerce Operations team is looking for experienced and entrepreneurial program manager with a flair in data analysis to join our team to help build out best-in-class program management capabilities to drive commerce operations health and efficiency. The right candidate will thrive working in a dynamic environment with moving problem spaces and set the right team culture while also being hands-on with driving strategic engagement and data analysis.

PROGRAM MANAGER, COMMERCE OPS HEALTH MONITORING RESPONSIBILITIES

  • Collaborate with operations and data-focused teams to solve operational problems and develop solutions to scale workflows including content review, policy enforcement, fraud/spam research & enforcement, reporting & analytics, tool & infrastructure development, new product testing & support
  • Program manage projects aiming to operationalize and scale policy enforcement, customer support and new products
  • Define and monitor the performance criteria for successful commerce workflows, liaise with required cross-functional partners to ensure that the workflows meet these criteria on an ongoing basis and surface/escalate any issues, opportunities and risks as appropriate
  • Leverage data informed insights to drive decisions related to operationalization and scaling of new products and policies, including decisions related to optimization of OPEX
  • Leverage analytics and expertise in end-to-end management of commerce workflows, to ensure that human review resources are utilized in the most impactful way
  • Be the commerce workflow gatekeeper and partner with cross-functional partners and other Commerce Operations teams to facilitate change management, timing and its subsequent impacts on commerce workflows
  • Identify trends to enhance the support and detection processes and improve commerce operations efficiency and effectiveness
  • Collaborate over analysis of data to proactively deliver insights about operational performance, drive improvements, perform root cause analyses on key problem areas, enable others to identify opportunities that drive operational improvements
  • Provide regular reporting and communicate effectively regarding operational health, progress against goals and top line metrics describing efficiency of commerce workflows
  • Drive operational readiness by contributing to OPEX demand forecasting, validation and prioritization of OPEX asks, with clear communication of trade-offs and ability to build consensus around the path forward
  • Execute governance processes for commerce workflows and protocols, incl. resolution of escalations and execution of recovery processes
MINIMUM QUALIFICATIONS
  • BA/BS degree
  • 3+ years of experience in product/program management or related field
  • 2+ years of experience in data, reporting, and analytical problem solving
  • 1+ years of experience in project or program management
  • Experience being a "connector" across teams and managing a program/project against KPIs through to completion
  • Experience influencing data, business, and engineering teams through knowledge of business and ecosystem needs
  • Experience resolving and communicating about issues with both technical and non-technical audiences
  • Analytically driven with experience understanding nuances and patterns within large data sets
  • Experience working with international or cross-functional teams
  • Experience leveraging knowledge across multiple programs, stakeholders
PREFERRED QUALIFICATIONS
  • BA/BS degree in a quantitative discipline such as Math, Statistics, Computer Science, Engineering, Economics, Information Systems, or a related field
  • Advanced degree (MS/MA/MBA)
  • Experience working in teams focused on Analytics (including developing data pipeline architecture, organizational metrics, and insights into problems) and Engineering (infrastructure, tool development, and system design)
  • Analytical ability with experience with data tools and SQL abilities
  • Experience utilizing both qualitative analysis (e.g. content analysis, hypothesis testing) and quantitative analysis techniques (e.g. cluster analysis, descriptive and inferential statistics)
  • Ability to set and drive operational metrics, do staffing ROI analyses and drive data for OPEX conversations
  • Experience in end-to-end management of human review workflows
  • Experience in collaborating with product, engineering and enforcement teams to drive operational efficiency and to meet predefined success criteria
  • Experience in a set-up of reporting for operational effectiveness and to drive improvement initiatives
  • Experience in operational excellence and process improvement methodologies such as lean and six sigma
  • Experience to manage operational projects with operations and data/analytics teams
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.

Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com .


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