Facebook

Director of Global Business Services, Commerce

Facebook

September 15, 2021

Product and Service Operation's mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. Solving problems is at the core of what we do. We put ourselves in customer’s shoes (internal or external) and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. We ultimately help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique position at the intersection of product and service allows us to partner with teams across Facebook to drive our business forward by representing the perspective of the community and combining quantitative with qualitative signals to drive product launches, improvements and scale operations. We work closely with our cross-functional partners in Partnerships, Sales and Product, leveraging the data and insights we are uniquely positioned to gather, to enable Facebook’s businesses to thrive. The ideal candidate will have a proven track record in leading the setup, execution, and management of global support for Commerce business objectives, experience in third-party program management and deep cross functional coordination, a passion for growing community satisfaction through efficient operations and service excellence, and a keen eye for identifying and scaling processes and workflow opportunities. As the Director of Global Business Services for Commerce will lead a team of program managers responsible for overseeing the Commerce support services (including support for formats such as Live Shopping, Drops, and Shopping with Creators) as a part of Facebook’s Commerce initiatives. This leader will partner closely with commerce business, planning and product teams to ensure the highest level of efficiency and customer satisfaction across Facebook customer facing support.
  • Lead a team of Program Managers across multiple offices and regions
  • Understand and translate support needs and experiences of customers (internal and external) to key operational and cross-functional partners to activate strategy
  • Take a data-driven approach to managing outsourced programs across multiple locations
  • Partner with global Product and Service Operations teams to execute seamlessly on support strategy for new audience segments
  • Manage set of commerce programs to enable steady-state and global scale
  • Work extensively with cross-functional partners - Partnerships, Finance, Operations, and Product teams - to implement optimal solutions to thematic issues
  • Proactively identify and implement process improvements and technological innovations to improve the customer journey
  • Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualizations, delivers reliable and actionable insights for continuous program improvement
  • Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders
  • Bachelor's Degree
  • 12+ years of experience involving program management, strategy or support operations (or 10+ years experience with a Master's degree)
  • 5+ years experience managing, leading, and developing teams
  • Experience managing projects and stakeholders
  • Knowledge of commerce platforms and business development space
  • Demonstrated experience defining and tracking support metrics and implementing programs to improve operational performance
  • Experience initiating and driving projects to completion with minimal guidance
  • Experience utilizing data and analytics to solve problems
  • Lean/Six Sigma Certification
  • Experience or familiarity with delivering programs through outsourced vendor partners
  • Experience working with or in support of diverse communities
  • Experience working with sales and/or customer service programs or organizations
  • Experience working and influencing in a cross-functional capacity within a dynamic, rapidly changing environment
  • Strong understanding of mobile platforms and transactional commerce
  • Experience contributing at both strategic and operational levels
  • Proven communicator with experience simplifying complex concepts and influence others
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started. Facebook is proud to be an Equal 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. Facebook 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.