Principal Product Manager - Enterprise

Meta is searching for a experienced Product Manager to revolutionize enterprise support by setting Meta as the industry benchmark for delivering exceptional customer service through our tools and services. We are looking for entrepreneurial Product Managers to help innovate and execute product initiatives across the company.Our approach involves developing a cutting-edge, universal platform for customer support that leverages generative AI to incorporate best-in-class user experiences (such as conversational interfaces, automations, agent to agent, chatbots, live chat, and proactive in-product solutions), agent experiences (such as automated agents, conversation summary, next best action, agent copilot, and reply recommendation) and admin experiences (such as AI content management, intelligent case analysis, agentic workflows, actionable insights). In addition to creating this platform, our role encompasses the onboarding and support of a wide range of internal and external business partners, such as Reality Labs, HR, IT Help Desk, and more. By doing so, we empower these partners to enhance customer service for their end users while concurrently constructing a centralized, scalable customer service platform that benefits Meta as a whole.Although prior experience in this field is highly valued, we welcome generalist PM Leaders who share a passion for addressing these complex, significant challenges.

Principal Product Manager - Enterprise Responsibilities:

• Is the primary driver for identifying significant near and long-term opportunities in a large Product area, and driving product mission, strategies and roadmaps in the context of broader organizational strategies and goals
• Generate buy-in and drive consensus across organizations. Bring clarity and structure to ambiguous opportunities. Consistently demonstrate initiative and execute with limited oversight
• Plan, initiate, and manage information technology projects for web-based products, applications, and platforms
• Integrate data, usability studies, research, and market analysis into product strategies and requirements to enhance user satisfaction and improve engineer productivity
• Drive product development with teams of engineers and designers, while maintaining team health
• Understand Meta's strategic and competitive position and deliver products that are aligned with our mission and recognized best in the industry
• Work closely with cross-functional teams to drive product mission, define product requirements, coordinate resources from other groups (design, legal, etc.), develop roadmaps, and guide the team through key milestones
• Define and analyze metrics that inform the success of products. Identify and track key performance metrics. Drive decision-making through user insights, quantitative analysis and AB testing
• Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm

• 10+ years product management
• 10+ years of experience working collaboratively with engineering, design and user research teams
• Experience navigating through the full product life-cycle, integrating customer feedback into product requirements, driving prioritization, and pre- and post-launch execution
• Critical thinking and analytical leadership experience
• Experience presenting to executive audiences
• BA/BS in Computer Science or related field

• Familiarity with Salesforce Service Cloud or other customer support solutions
• Experience in a building enterprise products
• Experience building 0-1 products, platform/ecosystem products, or marketplaces