Meta's Advertiser and Enterprise clients are a critical part of our community and business and we strive to provide outstanding support experiences for them on a consistent basis.We are looking for a world-class leader who can manage a broad scope, with accountability for customer support operations and experiences for all of Meta's Advertiser and Enterprise clients. In this role you will lead and motivate your team to achieve operational standards that exceeds the expectations of our customers.The ideal candidate is a strategic thinker who can identify opportunities for growth and innovation, and has experience driving customer satisfaction and loyalty. We're looking for an inspiring leader who can drive the right balance of scaling impact through the team and driving execution directly when needed. You will also have experience in Customer Support (or similar), program management, process improvement, and cross-functional collaboration at the intersection of Operations, Product and Technology. This role requires communication and problem-solving skills, as well as experience working effectively with stakeholders across different departments and regions.
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Head of Advertiser Experience & Support Operations Responsibilities:
- Drive organization-wide results against measurable business outcomes enabling product adoption while maximizing the customer experience
- Empower the team to execute on ambitious roadmaps aimed at improving Advertiser & Enterprise support at Meta as well as enabling our outsourced operations to run effectively
- Collaborate with our product, engineering, partnerships, and sales teams to ensure we are meeting our ambitious customer support goals
- Partner with executive leadership and cross-functional partners to determine team's project roadmap and priorities while holding accountable to milestones and delivery deadlines
- Implement measurement and monitoring to detect customer pain points in real time and quickly respond to address them
- Drive operational efficiency across our Advertiser Support Operations
- Build and retain a high performing team of Program Managers & Product Specialists through career planning, mentorship, and performance management
- 12+ years of experience in Customer Experience, Strategy & Operations or Product Development
- 5+ years of experience in people management, including experience managing other people managers, and leading teams from strategy through to operational execution
- Strategic thinker with operational experience, an analytical mindset and problem-solving experience with a demonstrated track-record of successfully navigating ambiguity, while bringing all key constituents along on the journey
- Experience building relationships with large cross-functional teams with ease and delivering impact consistently
- Experience defining and tracking metrics and implementing programs to improve operational performance
- Experience presenting to and influencing partners and leaders at all levels of an organization towards achieving shared goals
- Experience leading customer experience or journey design in customer support operations
- Demonstrated leadership experience in program management and continuous process-improvement
- Bachelors Degree in business, operations, strategy or analytics or equivalent work experience in Customer Experience, Strategy & Operations or Product Development
- Experience with customer experience analytics
- Lean/Six Sigma Certification
- MBA or Master's degree in business, operations, strategy or analytics
- Demonstrated leadership experience in program management and continuous process-improvement in a technology company
- Certification in Design Thinking, Data Science, Research, Analytics or Customer Experience Certification
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
$172,000/year to $243,000/year + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.