Project Manager, Operations - MBA University Grad

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 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. The Abuse Process teams within CO work on improving the support experience for various Facebook abuses - in areas like Compromised and Fake Accounts across multiple Facebook products. The team focuses on ideating, testing and implementing process improvements that enable us to prevent bad experiences for the Facebook community by efficiently reviewing abuse at scale and ensuring the review is accurate and achieves the best outcome for the community. 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 engineers and interact cross-functionally with a wide variety of people and teams including collaborating with partners such as policy, legal, and technical teams to improve operational workflows via process improvements, automation and anti-abuse system creation
  • Learn complex and technical concepts and systems and deliver meaningful results using them
  • Communicate highly technical results and methods clearly
  • Conduct weekly quality assessments across a global organization encompassing complex workflow processes
  • Track/flag trends and patterns within the assessments
  • Perform investigations of quality assessments to determine root cause and recommend corrective action
  • Analyze complex support flows and provide recommendations for process, policy and product improvements
  • Track and analyze key operational metrics to deeply understand the support ecosystem and help determine where to focus optimization efforts
  • Work with cross-functional partners to improve the community support experience on our existing suite of products
  • Partner with regional teams to develop scalable solutions to support Facebook's global user base
  • Use problem solving skills to resolve large and complex business problems
  • Address sensitive content issues, including but not limited to graphic images and videos, offensive or derogatory language and other objectionable material
MINIMUM QUALIFICATIONS
  • MBA degree, obtain by August 2019
  • 2+ year's experience working in an Operations, Analytics, Product, Engineering, Consulting, Project Management or equivalent team
  • Experience initiating and driving projects to completion with minimal guidance
  • Experience doing business process analysis
  • Experience working with Excel
  • Experience using SQL queries or R to perform advanced analysis
  • Experience with process modeling, problem-solving and proposing solutions to address product and user needs
  • Experience communicating results of technical analyses with non-technical partners and leadership teams to influence the strategy of those teams
  • Must obtain work authorization in country of employment at the time of hire, and maintain ongoing work authorization during employment
PREFERRED QUALIFICATIONS
  • Experience in one of more of the following programming languages: Python, PHP or Haskell
  • Experience working with data visualization tools (e.g. Tableau)
  • Experience working in a technology company or consulting firm
  • Experience in dealing with fraud, abuse, and/or spam investigations using various data sources, identifying product vulnerabilities and driving anti-abuse experiments to prevent abuse


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