Training Specialist, Community Operations

(Austin, TX - 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.

Community Operations' focus is 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 are looking for a passionate Training Specialist to develop and deliver an engaging on-boarding program and ongoing training experience to the regional Community Operations team. This individual will drive excellence within our training team and work to improve the overall policy and knowledge of the Community Operations team. They will be part of a team that will be building the foundation of knowledge for the Community Operations team, supporting new hires in on-boarding, optimizing the training process, and supporting the current team. This is an exciting opportunity to help build a team at Facebook while driving impact and strengthening user trust with our platform.

Responsibilities

  • Collaborate with the Community Operations team to understand business objectives and training needs for all Community Operations new hires and develop the required curriculum
  • Deliver workflow and policy training to our new hires in collaboration with our current training experts
  • Design and develop instructor-led (ILT), eLearning, and virtual instructor-led training (VILT)
  • Partner with our internal and external vendors to develop and maintain training programs
  • Continuously evaluate and update training materials as policies evolve
  • Work cross-functionally with internal Community Operations teams to help improve the quality of community support, reduce risk, and scale our training functions as well as assess knowledge gaps and opportunities
  • Gather, analyze, and utilize feedback and data to improve training
  • Create and deliver development training in partnership with our L&D team
  • Invest time spent on high touch support to gather insights on tools and policies

Minimum Qualifications

  • BA or BS Degree
  • 1+ years of training experience/background
  • 2+ years of experience in operations
  • Experience with learning management systems and software
  • Knowledge of a variety of instructional media including instructor-led, online, and virtual instructor-led training
  • Ability to communicate with a variety of audiences and engage and influence stakeholders
  • Understanding of Facebook Community Standards
  • Interest in Policy knowledge
  • Ability to juggle multiple priorities in a dynamic and changing environment

Preferred Qualifications

  • Training experience/background in the tech space
  • Experience working directly with Operations and/or Customer Support teams' learning challenges

Meet Some of Facebook's Employees

Peipei Z.

Manager, Global Client Solutions

Peipei helps Facebook’s top clients devise solution-based and results-driven social media strategies. She creates strategic partnerships to help people and brands connect in a more meaningful way.

Cristina T.

Sr. Manager, WhatsApp Customer Support & Localization

Cristina manages the WhatsApp customer experience, translating the application into multiple languages and troubleshooting communication services worldwide.


Back to top