Premier Partner Support Project Manager

The Premier Partner Operations team develops solutions for public figures, creators, non-profits and media companies on Facebook, Instagram, Threads and Meta AI by creating scaled support to address the issues impacting their experiences with the suite of Meta products, Our Premier Partner Support team is responsible for delivering policy and product support to Facebook, Instagram, Threads and Meta AI Partners. Premier Partner Support supports public figures and media partners, responsible for managing the support process, quality, reporting, escalations and communication of Meta's Policy/Products to a range of stakeholders. Premier Partner Support consists of Project Managers and Operation Specialists.Our primary problem spaces are: Support for Non-fraud Policies and Products. Our Mission: To provide world-class protection and support to our constituents by leveraging insights and automation.The Premier Partner Support team is seeking an accomplished Project Manager to lead transformative initiatives supporting policy and civic spaces. This role is critical in delivering world-class support to premier partners, navigating policies, complex global regulatory environments, and advancing Meta's commitment to premier partner and civic integrity.

Premier Partner Support Project Manager Responsibilities:

• Develop understanding of issues facing our constituents and how it affects our platforms and communities
• Become a subject matter expert in policy and civic workflows spanning a variety of Premier Partner Support disciplines in order to effectively advocate for operational success
• Identify areas of opportunity and leverage data and insights to influence change at the product, process or policy level including leading or contributing to projects aimed at making such improvements
• Program manage end to end complex projects that can span timezones and multiple functional teams
• Proactively investigate, troubleshoot, and resolve sensitive escalations
• Effectively manage a set of support queues ~ respond and resolve support cases with high quality, speed, empathy and accuracy. (With 50% of time directly working on user cases)
• Support vendors to understand the impact of policy changes on the team's current work and surface gaps in policy, process, and tools
• Partner with vendors to ensure that feedback is shared with relevant teams and proactively track the impact and success of remediation plans
• Develop solid cross-functional partnerships with partnerships, sales, policy, legal, engineering, data science, product management and other operational teams at Meta in order to implement optimal solutions for challenges and issues
• Represent the team in cross-functional working groups set up for high risk events including elections and other high-priority sporting/entertainment events in EMEA and globally
• Be the subject matter expert and key EMEA representative for Policy and Civic Regional Strategy

• 3+ years of project/program management and/or online operations experience in technology, policy, government, or civic spaces
• Proven success leading large-scale, cross-functional initiatives
• Experience in resolving high volumes of tickets and executing effective escalation processes with high quality and customer satisfaction
• Experience communicating the results of analyses in a clear and effective manner
• Experience working in a fast-paced environment with global teams
• Solid understanding of policy, regulatory, and civic engagement in operations environments
• Demonstrates effective problem-solving and critical-thinking skills, with the capacity to navigate ambiguity and drive outcomes
• Skilled in efficiently handling support tickets and managing escalations to ensure timely resolution and the best customer experience
• Solid communication and stakeholder management skills
• Proven organizational skills with a track record of executing high-quality work under deadline pressure

• Experience working in media, politics and government, broadcasting and news organizations and/or products in an operations environment
• Experience supporting external partners or high-profile client relationships
• Awareness of global regulatory trends impacting technology and social media platforms