Mid-Market Sales Quality Lead

Meta'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. In the Small & Medium Business Group organization, we work with millions of businesses supporting their growth and connecting them with customers at both a global and local level.

Mid-Market Sales Quality Lead Responsibilities:

• Develop and drive strategy for accurate and timely measurement of sales quality and coaching based on business and customer outcomes. Define global Mid-Market frameworks and best practices to ensure a consistent approach to sales quality and enable scalable activations
• Collaborate with Regional Mid-Market leadership on activations, development opportunities, including establishing and maintaining quality and coaching standards and monitoring performance improvements
• Provide timely, targeted, and relevant insights to inform Sales decisions and activations. Define and drive standardized, streamlined, and unified quality and coaching reporting for easy self-serve access
• Partner with cross-functional teams as the Mid-Market Coaching and Quality Subject Matter Expert to define Quality signals, product recommendations based on Voice of Customer signals, and build out scaled competencies and associated performance pathways
• Manage the process and framework for gathering customer experience inputs and insights for Mid Market
• Serve as global Mid-Market Coaching & Learning Subject Matter Expert, partnering with People Dev to build scaled competencies and associated performance pathways
• Monitor effectiveness of Quality initiatives, identify gaps and implement actions with Mid Market leadership
• Deliver strategic recommendations to leadership and cross-functional teams to enable mid market business growth across Meta's platforms e.g. customer journey mapping, product recommendations
• Build effective relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments
• Represent the voice of the customer internally by connecting research, data, and qualitative evidence to influence teams to action
• Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and actionable customer feedback signal
• Develop and assess customer experience through direct contact interactions and trend analysis

• Bachelor's Degree
• 5+ years of work experience in consulting, sales, operational strategy or sales coaching
• Experience communicating and presenting insights and recommendations to executive teams
• Experience leading and influencing cross-functional teams and aligning partners to shared goals
• Operational and project management experience running strategic, global projects with cross-functional teams (sales development/strategy, training, communications, marketing, account management)
• Experience utilizing customer sentiment or call logs to define sales development opportunities within a sales organization
• Experience shifting priorities, while maintaining organization and control

• Degree in Business or related field
• Experience of sales-program quality assessment or sales development training and coaching
• Advanced Excel experience - familiarity with pivot tables, lookups, revenue trend analyses
• Moderate SQL experience extracting data from large databases
• Customer journey mapping and/or process mapping experience
• Demonstrated ability to work autonomously and proactively