Global Client Engagement Leader, Small Business Sales & Service

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.

The GMS-Learning organization is seeking a Leader for our global learning and enablement team that serves our Small Business Group and Service organizations. This individual will be responsible for developing our talented team members around the world as well as driving cross-functional impact with our internal and external partners. Internal partners include the sales and service teams that we directly support and other enablement teams, as well as marketing, operations and product & systems teams. This role leads a team that works closely with our external outsourced vendor partners that staff our sales and service centers. This team's mission is to have a deep understanding of the sales and service business in order to assess performance gaps and identify enablement solutions that uplevel our outsourced agents and give them the skills and knowledge that transform their performance and serve our small business advertisers and Facebook user community. The ideal candidate will have a background in sales, enablement or operations and experience running agile global teams of program managers. This individual should be resilient, have deep critical thinking skills and an ability to thrive and inspire in the face of frequent change and ambiguity. They should have a history of proven success in scaling processes and mechanisms that support growth, as that is key to the success of scaling our rapidly growing outsourced workforce.

• Lead a high performance team of enablement program managers while fostering team development and providing individual coaching as required
• Creatively navigate nebulous issues and business requirements with a passion for problem solving
• Continually drive toward operational excellence with a keen eye for identifying and scaling processes and workflow opportunities while monitoring outsourced agent impacts, bottom-line revenue impacts, and efficiencies of the broader team
• Develop a prioritization framework and process to intake varied business requests ensuring that our enablement solutions delight, inspire and add business impact
• Manage executive level stakeholder relationships participating in cross functional summit and strategy sessions to represent the learning and enablement for our audiences
• Establish and maintain strong relationships with key global cross-function stakeholders and external outsourced vendor partners to collaborate on business needs, assess key learning opportunities and understand how best to align enablement solutions to impact priority business metrics
• Identify and leverage enablement best practices across both the sales and service segments that allow for the development of a core curriculum, processes and methodologies balanced with customized learning paths for specialized personas
• Emphasize scale for global support across multiple workflows and initiatives while meeting requirements for specific regions and verticals, including understanding technology solutions, cultural nuances and other needs
• Lead the global business planning process for the Sales & Service team. Analyze work, load balancing and resource needs across this diverse organization that serves both global and regional stakeholders

• Willingness to travel 15-20% of the time

• BA/BS degree in education, marketing, operations or other related field
• 10+ years working experience within sales or service organizations, and within an operational capacity for a global company
• 3+ years experience in a leadership role including team management
• Demonstrated experience identifying highly scalable and automated approaches to business problems
• Proven track record of identifying business problems and developing high impact and innovative solutions
• Experience managing executive level stakeholders
• Knowledge of the outsourced industry and outsourcing best practices or vendor management
• Experience working with a globally dispersed team

• Experience excelling in a fast changing environment and encourage stability in the face of change

• Background in change management best practices
• Experience leading a globally dispersed team
• Experience working with Facebook's family of apps and advertising solutions or other advertising technology