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Facebook Project Manager, Commerce Operations in Helena, Montana

Intro:

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.

Summary:

Commerce Operations is a rapidly growing team within our Global Operations function. Its mission is to build and deliver operations to provide the integrity, experience, and support for Commerce users across the Facebook Family of Apps. We’re growing this team to develop new operation capabilities to support Facebook’s growing Commerce products, and are looking for people with both the passion and ability to build new operational teams, processes and programs which focus on supporting the customer experience.

We partner closely with several cross-functional teams, including product, engineering, and data science, to ensure high quality and safe experiences for both people and businesses across the Facebook family of apps. Successful candidates for this team are adaptable, creative, have a bias toward action, aren't afraid of being wrong, and can successfully work across various teams & countries.

Are you passionate about user experience? Do you love commerce? The commerce support team at Facebook is focused on being advocates for a better commerce experience, building scaled service offerings, and influencing product teams to improve the customer journey. We are looking for a strong individual contributor who can use data and storytelling to design the future of the commerce experience at Facebook.

Required Skills:

  1. Become a subject matter expert in workflows spanning a variety of commerce disciplines (policy creation & enforcement, content review, process optimization, customer experience, vendor management, measurement & reporting) in order to effectively advocate for operational excellence of those workflows with key stakeholders (e.g., Product, Engineering, Legal, and other cross-functional teams)

  2. Effectively plan and manage complex projects from the initial ideation phase through final execution to further our mission

  3. Be on the front lines of the workflow and proactively communicate regular updates, concerns, trends and the impact of changes to all internal stakeholders

  4. Drive internal and external process improvements, consulting with cross-functional teams to understand needs and pain points related to tools support, solve workflow problems, and ensure internal tools and automation systems are fully leveraged, including agent-facing resources, tooling and training

  5. Drive escalation mitigation efforts for all assigned support areas, with a focus on agent escalations, product bugs, legal and press escalations, and leadership escalations

  6. Manage and perform rapid-response root cause analyses, including after-action reviews

Minimum Qualifications:

  1. 3+ years of experience in project management, data analysis, operations, customer support, risk, payments or similar

  2. 2+ years of experience working with cross-functional partners

  3. Demonstrated experience using communication skills to understand and articulate complex situations

Preferred Qualifications:

  1. Experience in Commerce

  2. Bachelor's degree in Business, Science, Engineering, Economics or equivalent practical experience

Industry: Internet

Equal Opportunity: 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.

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