Workforce Operations Lead

Meta is seeking a technically detailed and highly skilled Workforce Operations professional who will serve as a member of Meta´s Small & Medium Business group (SMB). SMB works closely with clients as they grow and scale by enabling them to meaningfully connect with their customers across our family of apps.

This position will provide analytical, strategic, and operational support for our partner network with the primary objective of enabling efficiency, client experience, and intelligent planning decisions related to operations. This person will also work cross-functionally with several teams at Meta, and be accountable for the implementation of key strategic initiatives within workforce operations (for example, adjusting operations to accommodate new advertiser service models). This role also requires analyzing data and extracting insights on a regular basis to drive improved partner performance.Workforce Operations Lead Responsibilities

• Build and produce long and short term forecasts, staffing plans with resource planning key performance indicators, and operating expenses forecast for global partner network
• Collect and analyze historical contact volume and time data to understand emerging trends
• identify and normalize outliers
• Drive efficiency improvement and utilization with thorough workforce management performance management processes
• Support command center activities for near real time monitoring of answer rates conversion. Adjust resources and the workload based on actual utilization
• Implement capacity planning, resource management tools, and products that will improve operating accuracy and efficiency
• Manage workforce optimization implementation for key business shifts and transformations (e.g., Chat and Agent Profile Up-leveling)
• Develop forecasting and staffing methodology for emerging inbound and outbound contact channels
• Manage lifecycle of complex cross-functional programs with considerable impact across multiple organizations

Minimum Qualifications

• BA/BS in Engineering, Business or Analytical field, or equivalent practical experience
• 5+ years of work experience in workforce and partner operations
• Experience with capacity planning, workforce management, commercial optimizations, and short term planning domains
• Experience maintaining project portfolios and program management frameworks
• Experience owning operational and program strategies with a focus on end-to-end delivery and influencing decisions with data
• Experience utilizing both qualitative analysis (e.g. content analysis, hypothesis testing) and quantitative analysis techniques
• Advanced Experience in SQL (create, maintain, and improve data sets, pipelines and reporting) and problem-solving using large data sets

Preferred Qualifications

• Interest in Meta´s mission
• Experience as a strategist and communicator

For those who live in or expect to work from California if hired for this position, please click here for additional information. 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.
$126,000/year to $178,000/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.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions,