Program Manager, Advertiser Experience

As a Program Manager in our Advertiser Experience and Support Operations team, you will be at the forefront of our transformation to AI-Led Support. You will navigate a highly cross-functional environment, working closely with partners across disciplines to deliver scalable, meaningful change for our advertisers and internal teams.You will leverage systems thinking to analyze complex challenges, bring clarity to ambiguity, and drive alignment across stakeholders. Your capacity to distill complexity into actionable strategies and foster collaboration will be critical to our success as we reimagine the future of advertiser support.If you thrive in deadline-focused, ambiguous settings, enjoy solving complex problems, and can demonstrate proven commitment to driving transformational change, we encourage you to apply and help shape the next chapter of our support operations.

Program Manager, Advertiser Experience Responsibilities:

• Lead AI Program Initiatives for Customer Impact: Design, implement, and scale programs that leverage AI to transform advertiser support, with a focus on delivering measurable improvements in customer experience and satisfaction
• Integrate Customer First AI Solutions: Collaborate with Product, Engineering, Data Science, and Operations to identify and implement AI opportunities that directly address advertiser needs and pain points
• Champion Data, Customer-Centric Decision Making: Use AI and advanced analytics to understand customer journeys, inform program strategies, and continuously optimize support operations for both efficiency and customer value
• Simplify and Operationalize AI for End-User Benefit: Implement AI first processes and tools that empower both internal teams and advertisers, ensuring solutions are accessible and impactful
• Drive Change Management for AI Adoption with Customer Outcomes in Mind: Lead change management efforts to ensure successful rollout and adoption of AI-powered tools, prioritizing stakeholder education, training, and feedback that centers on customer outcomes
• Monitor, Measure, and Improve Customer-Facing AI Performance: Establish and track metrics that reflect both operational efficiency and customer satisfaction, using feedback loops to iterate and enhance AI initiatives
• Ensure Responsible, Ethical, and Customer-Aligned AI Use: Partner with cross-functional teams to uphold ethical standards and compliance, ensuring AI solutions are transparent, and aligned with the best interests of our advertisers
• Foster Customer-Centric Innovation: Encourage experimentation and continuous learning, staying ahead of AI trends and best practices that can further elevate the advertiser experience

Minimum Qualifications:

• 8+ years of relevant experience in consulting, strategy, operations, or program management roles
• Proven communication and leadership skills, having demonstrated influence and driving alignment across broad ranging stakeholders
• Analytical thinking and problem-solving, with a track record of delivering solutions informed by quantitative and qualitative analysis
• Demonstrated experience of quickly building expertise in operational guardianship, including legal, privacy, data protection, and security requirements relevant to supported products

Preferred Qualifications:

• 2+ years of experience in customer support, trust & safety, payments, or related domains
• 3+ years of experience working within technology companies or on global, cross-functional teams
• Experience designing, implementing, and optimizing business processes at scale
• Bachelor's degree or higher in Business, Technology, Strategy, or a related field

About Meta:

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.

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.

Client-provided location(s): London, United Kingdom

Job ID: a1KDp00000CZL7UMAX_1001

Employment Type: OTHER

Posted: 2026-01-20T19:25:55