Program Manager, Advertiser Support

Advertiser & Payment Support Operations' (A&P) mission is to optimize the Advertiser & Payments end-to-end support experiences through monitoring program performance, driving continuous improvement and implementing support plans. We are responsible for the overall health and performance of our advertisers service delivery to ensure that our customers have a seamless experience on our platform. This team is passionate about fostering the growth of communities, businesses, and advertisers on Meta by ensuring we address their pain points. We foster innovation, ownership and accountability and are uniquely positioned at the intersection of product and service. This allows us to partner with teams across Meta to drive our business forward by representing the voice of the community to improve their experience, enhancing customer support operations, combining quantitative with qualitative signals to influence product roadmaps, focusing on data management and scaling measurement outcomes.The Advertiser Support team is seeking an experienced program manager to run outsourcing delivery operations, manage vendor relationships and oversee complex issues around Meta's product, policies and procedures. This position will focus work with a wide variety of internal and external teams providing scalable outsourcing solutions. The team is at the forefront of managing support for all Meta's advertisers ranging from our smallest and biggest advertisers. This is an exciting opportunity to help drive impact and strengthen user trust across the Meta family of apps. We are seeking an experienced and highly motivated program manager to join our Advertiser Support team. As a Program Manager, you will be responsible for managing and optimizing the performance of our vendor partners in support of our Integrity operations. This is a unique opportunity to work with a talented team and make a significant impact on our organization's success.

• Develop and implement strategies to improve vendor performance, quality, and efficiency
• Collaborate with cross-functional teams to identify and resolve operational issues
• Analyze data and metrics to inform decision-making and drive process improvements
• Develop and maintain relationships with vendor partners and internal stakeholders
• Ensure compliance with company policies, procedures, and regulatory requirements
• Identify opportunities for cost savings and process improvements
• Provide regular reporting and updates to leadership on vendor performance and operational metrics
• End to end program management of complex projects that can span time zones and across functional teams
• Proactively identify program risks, develop and execute mitigation plans, and communicate rationale
• Identify actionable insights, suggest recommendations and influence team strategy through effective communication
• Investigate, troubleshoot, and resolve sensitive escalations to unblock advertisers from advertising on the platform
• Please note at times some weekend work and/or after hours work may be required

• 4+ years of experience in an vendor management, online operations, customer support, project management, consulting, online escalations environment or relevant experience
• Experienced communicator with influencing skills across different stakeholders, including different ranges of stakeholders
• Proven track record of successfully managing vendor relationships and driving process improvements
• Analytical and problem-solving skills
• Experience in project management and managing strategic projects with cross-functional teams
• Track record of driving process improvements and cost optimizations

• Experience working in customer support, online operations or trust & safety environment
• Knowledge of vendor management best practices and industry trends
• Certification in vendor management or a related field (e.g., CVA, VMO)
• Familiarity with KPI management, quality assurance and process optimization