Premier Partner Experience Project Manager

The Premier Partner Operations (PPO) team develops solutions for partners on Facebook and Instagram by creating scaled systems to address issues impacting their experiences with our products. Within PPO, the Premier Partner Experience (PPX) team creates an exceptional partner experience and enables partner success through complex, yet scalable support for new and emerging domains. Our team is on the front lines solving complex, nuanced issues for premier partners. We work to improve the partner’s support experience by finding creative solutions for ambiguous issues, standing up and optimizing existing support channels, and focusing on process excellence.

We are seeking a Project Manager to provide high touch support for complex issues facing premier partners and drive long-term process improvements. This individual will investigate and troubleshoot our most sensitive and complex escalations to resolution. This individual will use strong collaboration and communication skills to solve problems with cross-functional partners on Product & Engineering, Partnerships, and Operations teams. They would be expected to think creatively about ambiguous problems and provide an exceptional support experience by driving the end-to-end resolution of issues. We are looking for candidates who are accountable, eager to learn, and excited to strategically solve problems and drive process excellence for premier partners.

Candidates are expected to be empathetic, data-driven, curious, excited about getting into the weeds with operational issues, and flexible to frequent changes. They should be able to work successfully across teams and regions, and use their operational skills, analytical expertise and empathy to proactively drive solutions for change. They should be passionate about investigating and conducting root-cause analysis to inform strategic decisions. Candidates should also be comfortable in ambiguity and flexible to frequent changes in a fast-moving environment.Premier Partner Experience Project Manager Responsibilities

• Provide partners with a delightful, high touch, and effective support experience by effectively resolving complex issue support queries with high quality, speed, empathy and accuracy
• Investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate updates to cross-functional partners
• Manage high pressure escalations and collaborate with cross functional experts to resolve issues swiftly
• Partner closely with cross-functional teams including Product & Engineering, Partnerships, and Operations to remain up-to-date on key workflow changes and operational guidelines in order to effectively advocate for process excellence
• Identify trends and key insights to drive impact to team goals including product, policy, user experience, and operational efficiency
• clearly communicate results of analyses to cross-functional partners
• Execute initiatives by working with teammates and cross-functional partners across Operations, Partnerships, Engineering and beyond to build solutions for emerging trends and lead complex projects that improve the overall partner experience

Minimum Qualifications

• 3+ years of experience in operations, customer support, technical support, or account/partner management
• Proven communication skills
• Attention to detail
• Proactiveness, adaptability, and learning mindset
• Multi-tasking and prioritization skills
• Proven to communicate the results of analyses in a clear and effective manner
• Experience in driving process improvements and working on projects with global teams and cross-functional teams

Preferred Qualifications

• Experience working with premier partners (Creators, Media, Public Figures, etc.)
• Familiarity with Meta’s suite of products

For those who live in or expect to work from California if hired for this position, please click here for additional information. 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