Vendor Program Manager, Customer Operations

Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services 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. To apply, click “Apply to Job” online on this web page.Vendor Program Manager, Customer Operations Responsibilities

• Manage day-to-day operations delivery across multiple workflows for a large-scale offsite, multilingual, vendor workforce.
• Partner with internal business teams to define KPIs and success criteria including management reporting on operational performance targets, workflow coverage, utilization, output/productivity and quality.
• Drive exceptional service quality in all facets of the program through reinforcing high standards and coordinating cross-team quality assurance efforts.
• Maintain strong collaboration and partnership with the Operations teams across different offices and geographies, especially other Program Managers and ability to work with a variety of internal/external, local/global stakeholders and remote teams.
• Manage short/medium/long term capacity planning for large multi-skilled team – working with key business stakeholders to define headcount needs, staffing plans and manage resourcing to execute against operational targets and achieve business objectives.
• Coordinate the planning and staffing of new work-flow launches, new sites, updates and migrations.
• Drive continuous improvement efforts to improve operational performance and client experience through the use of data analysis and executing on data-informed initiatives.
• Partner with global teams to exchange best practices, align processes and prototype new initiatives.
• Define and execute on strategies to maximize impact and efficiency of our vendor workforce while delivering best in- class client experience.
• Define and execute on expansion strategies to increase vendor’s network footprint across regions.
• Setup and launch new vendor regional hubs to increase coverage and provide native speaker support.
• Develop new business opportunities to increase organic growth and channel diversification by externalizing priority support capabilities on network across regions.
• Drive strategies to improve efficiencies and reduce operational costs of operations worldwide.
• 20% travel required to various unanticipated locations throughout the U.S.

Minimum Qualifications

• Requires a Master's degree in Business Administration, Project Management, Marketing, or related field and 3 years of experience in the job offered or related occupation. Foreign equivalent accepted.
• Requires 36 months of experience in the following:
• 1. Project Management
• 2. Business Development and Partnerships
• 3. Vendor Operations Management
• 4. Marketing Management and,
• 5. Sales Program Management

LocationsAbout 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. Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com. $183,166/year to $223,410/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 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.