On-Call Triage Lead, Global Operations Systems

Global Operations Systems is a horizontal team within Global Operations, responsible for delivering systems and tooling strategies that drive operational success. Our team leverages product knowledge alongside operational, analytical, and technical expertise to design and manage scalable processes. Systems Program Managers play a critical role in this work, leading initiatives across key areas such as workflow design and management, workflow execution (production), and the implementation of tooling changes within Operations.We are seeking someone with demonstrated experience operating at the intersection of product (engineering) and operations (integrity, support, or annotation functions). You will have experience working on bug management with triage teams and vendors, developing comprehensive SOWs and and training plans for support. You will work closely with our scaled operations partners and build out quality metrics and goals for these teams. Success in this role requires building and managing cross-functional partnerships and communicating effectively across wide-ranging teams and to leadership.

On-Call Triage Lead, Global Operations Systems Responsibilities:

• Workflow Design and Management: GO Systems is responsible for defining, building, and maintaining repeatable, sustainable processes that support GO's tooling ecosystem (e.g., roadmapping, bug management, vendor insights)
• Workflow Execution / Production: GO Systems executes its internal workflows utilizing a combination of FTE and Vendor resources
• Change Management and Governance of Operations: GO Systems facilitates significant tooling changes within GO's ecosystem, with support including scope and design of technical solutions, project / program management, acceptance and experimental testing, training users on new tooling solutions, and providing a well informed opinion as GO's tooling subject matter experts
• Technical Acumen: GO Systems sits at the nexus between Engineering and Operations and is a technology-first organization. Experience with tools supporting Operations functions and technical proficiency about systems ecosystems is a must for this role
• Program Management: A primary job to be done for GO Systems is implementing tooling changes into operations. Awareness of program and project management best practices is essential to delivering technically sound solutions at scale for Operations
• Cross-Functional Partner Engagement: GO Systems serves an important role in balancing the business needs of Operations with the priorities of Meta's various product teams. Systems Program Managers are regularly called upon to problem solve, prioritize, and inform business decisions happening in both Product and Operations
• Communication & Documentation Skills: Effective communication and rudimentary documentation skills are a core expectation of all Systems Program Managers

• Bachelor's degree in a directly related field, or equivalent practical experience
• 8+ years of experience with end-to-end project management in a product, technical, and/or operations environment
• Experience initiating and driving multiple projects simultaneously with minimal guidance
• Experience with systems and tools used by Operations teams
• Experience partnering with technical teams (e.g., Engineering, Product Management, Data Science)
• Demonstrated expertise in vendor management, and working with third party outsourced service providers
• Strategic decision maker with problem-solving skills, and experience analyzing and leveraging data to understand patterns and provide client insights

• Intermediate level SQL/noSQL or comparable data language experience
• Experience working with executive stakeholders at a large scale tech organization
• Hands on experience and demonstrated data analytics skills and using data to drive decisions
• Experience working with GenAI/LLMs
• Demonstrated technical background in tooling-including hands-on experience with configuration, troubleshooting issues, and conducting testing