Meta is seeking a Program Manager to join our Sales Experience & Insights team within the Global Operations organization. As part of the Sales Experience & Insights team, you will play a critical role in servicing internal sales teams and external advertisers, with primary ownership of all stakeholder engagement. Your key responsibilities will include gathering Sales' feedback to help build a best-in-class support organization as well as communicating Support and Integrity improvements to Sales. As a Program Manager, you will be accountable for driving improvement metrics like sales satisfaction and sales time spent on support specifically for the North America Region and all its stakeholders. This is an exciting opportunity to make a meaningful impact on our customer support operations and drive business growth in the region.
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Sales Experience & Insights Program Manager Responsibilities:
- Be responsible for driving Sales and Customer Support sentiment by being a trusted Cross Functional Partner partner, addressing feedback and communicate Support progress
- Analyze trends, understand the support landscape, and build sales and operations narratives that are easy for sales to understand
- Develop data-backed analyses and compelling narratives to influence stakeholders, drive roadmap prioritization, and improve the customer experience
- Develop compelling data-backed analyses on ways to improve the customer experience - looking at both product fixes and operational improvement opportunities
- Work closely with Sales and Support Operations teams to develop multi-faceted solutions to fix problems at scale across all stages of the support process
- Drive projects focused on improving the sales and customer experience, including education and training initiatives, launching and growing 1:1 and 1:many customer support solutions, and partnerships to implement customer experience improvements
- Bachelor's Degree
- 7+ years experience with program management, customer service, sales and marketing, and/or operations
- Proven experience in communications and stakeholder management experience at all leadership levels
- Experience building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, and influencing teams towards achieving goals
- Problem solving experience to assess, analyze, troubleshoot, and resolve issues through defining and tracking metrics
- Experience proactively initiating, implementing and leading projects, processes and programs that improve product or operational performance with minimal guidance
- Experience leading data-driven projects and communicating the results of analysis and insights to technical and non technical audiences
- Masters Degree
- Knowledge of statistical analysis and tools such as SQL or Excel
- Experience with delivering programs through customer success operations and/ or stakeholder management
- Experience working with the advertiser landscape and / or business objectives
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.
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
$116,000/year to $168,000/year + bonus + equity + benefits
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.