Project Manager, Community Operations

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.

Community Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. 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.

RESPONSIBILITIES

  • Deeply understand the architecture and integration points of Facebook's community support processes, products and policies
  • Work with cross-functional partners to assess support requirements for new product launches
  • Analyze complex support flows and provide recommendations for process, policy and product improvements
  • Manage global and cross-functional projects to improve user experience
  • Identify and analyze user trends, identify bugs, and work with cross-functional partners to implement change
  • Partner with regional teams to develop scalable solutions to support Facebook's global user base
  • Gather, analyze and utilize relevant data to develop ways to improve the overall support experience
  • Use your problem solving skills to resolve large and complex business problems
  • Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material
MINIMUM QUALIFICATIONS
  • Bachelor's degree in a quantitative field such as mathematics, statistics, economics or related field
  • 4+ years of experience initiating and driving projects to completion with minimal guidance
  • 4+ years of experience doing business process analysis
  • 3+ years working in an Operations, Analytics, Product, Engineering or equivalent team, preferably in a technology company or Consulting firm
  • 3+ years of experience working with Excel
PREFERRED QUALIFICATIONS
  • 2+ years of experience working with SQL
  • Strategic thinker with strong analytical and creative problem-solving skills
  • Self-starting, intellectually curious and creative individual comfortable operating in ambiguity
  • Excellent communication skills
  • Open, collaborative and proven team player
  • Ability to initiate and drive projects to completion with minimal guidance
  • Avid Facebook user, a passion for the product and ensuring a good user experience


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