Business Support Engineering Manager

We are looking for an experienced manager to join our Business Support Engineering team in Singapore. You will be responsible for managing a talented team of Business Support Engineers who provide engineering support services to Advertisers and partners.The primary focus of this role is to provide tier 3 Engineering support for highly complex issues, build real-time monitoring for integrations, and collaborate on supportability tooling flows enabling other teams and customers.The manager will partner closely with our engineering, product operations, and partnership teams to strategize and improve the overall Advertisers and partner experiences.We are a team of passionate advocates for businesses, committed to the success of enterprises. Our aspiration is to build a world-class enterprise-grade support organization that is customer-centric, with user experience at the heart of everything we do. We are currently seeking a full-time manager who shares our passion for creating a safe and effective environment for people and businesses to connect across the world. The ideal candidate will thrive in a fast-paced organization, be excited about collaboration, and be focused on making a positive impact on the experience of our large-scale global workforce and the entire Meta community.

• Independently guide and lead the team's strategy and Cross Functional Partner relationships, and demonstrate breakthrough thinking
• Lead a team of support Engineers, a dynamic team that provides support for Ads Enterprise Support. Ensure the success of our regional customers, work closely with the global team to set strategic direction, drive customer satisfaction, shape organizational strategy, and foster partnerships both within our team, cross-functional internal, and external partners
• Hire, support, manage, grow, motivate, and retain a team of highly talented support engineers with wide-ranging subject matter expertise who provide best-in-class support to our customers
• Drive continuous optimization of our product, support systems, workflows, and tools, enabling operations at scale and effortless customer experience
• Advocate for the team and align closely with multiple cross-functional partners, driving towards shared business and company goals
• Build reliable relationships with account teams, partnerships, and engineering teams to assure effective resolution of customer escalations. Advocate for and influence outcomes for operational rigor with key stakeholders
• Coordinate with other Business Support Engineering managers in NORAM, and EMEA to provide seamless service to our partners
• Mentor and continuously develop team member skills, ensuring the team can support the next generation of products and partners
• Act as the voice of the customer by communicating partner needs to product teams to improve people's experiences with our products
• Ensure the team strategy is consistent at the global vertical/horizontal/market level
• Tackle complex problems holistically, solving for problems end-to-end, not just within immediate scope, that have significant business impact
• Be visible as a thought leader in the Ads support area of expertise at the company level
• Effectively explain strategy and higher-level concepts to the team, cross-functional orgs, and leadership. Exhibit expert, clear, persuasive, concise communication skills

• 7+ years of professional work experience, including at least 5 years of leadership experience managing a technical engineering team
• Bachelor's degree in Computer Science, Engineering, or related technical field experience
• Solid understanding of IT infrastructures and network protocols on different layers, with good knowledge of different data exchange formats and protocols
• Fundamental understanding of the full web stack, REST API development, and technologies, and bug management support
• Experience assessing, analyzing, and resolving operational issues using data
• Experience managing operations organizations with a focus on operational KPIs and customer satisfaction
• Experience managing multiple concurrent projects and driving initiatives in a cross-functional environment
• Experience working across a global multicultural and multilingual team, solving problems, and designing business operations from scratch
• Experience communicating with cross-functional internal (both technical and non-technical audiences) and external partners