Program Manager - New Services & Incubation

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.

Product and Service Operations' (PSO) mission is to build a service engine that solves today's customer problems, and prevents tomorrow's. PSO teams are involved throughout the lifecycle of product development and service delivery to ensure that our customers have a seamless experience on our platform. This team is passionate about fostering the growth of communities, businesses and advertisers on Facebook by ensuring they have the tools needed to succeed. We embrace a culture of innovation, ownership and accountability and are uniquely positioned at the intersection of product and service. This allows us to partner with teams across Facebook to drive our business forward by representing the community to improve their experience, implementing in-product solutions, enhancing customer support operations, combining quantitative with qualitative signals to drive product launches, focusing on data management and scaling measurement outcomes.The New Services & Incubation Team partners closely with Product, Policy, Engineering and Operations teams to provide service for new products, programs, and audiences across the Facebook Family of Apps. This team is responsible for the operational readiness assessment and the early stages of service program development to ensure operational risks are identified early and are addressed before launching and scaling to our customers. This team will enable and empower our larger organization to assess, navigate, and implement new service opportunities and program changes effectively.The Program Manager position will be challenged with identifying innovative ways to combine deep expertise in our products with operational and analytical skills to scale processes that support millions of businesses. You will leverage relationships with internal teams and/or vendor support teams to help craft a unified vision of the biggest opportunity areas to improve the experiences of our stakeholders and will be responsible for project management to ensure the vision is fully executed. To be successful, you will have to have strong program and project management skills as well as be comfortable performing under high-pressure, fast-moving and often ambiguous conditions. The ideal candidate will be strong at cross-functional communication, project execution and have an aptitude for measurement and data analysis.

• Develop and implement the intake and evaluation process for new service requests and program expansions
• Assess, plan and communicate the roll-out of new service offerings and enhancements to existing products to different audiences across our global organization
• Engage and build relationships with cross-functional teams and stakeholders to ensure that development and operational readiness requirements are understood and implemented
• Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders
• Continually refine best practices for efficient and scalable end-to-end frameworks for launch process management

• Make sense of ambiguous, disjointed tools and processes involved in the global Facebook customer support process and develop holistic solutions to connect the processes and improve the customer experience

• Bachelor's/Master's degree with 6+ years of relevant experience
• Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues
• Experience building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication and influencing teams towards achieving shared goals
• Understanding of the product development lifecycle and requirements for Go-To-Market (GTM) processes
• Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance
• Experience initiating and driving projects to completion with minimal guidance

• Experience leading data-driven projects and communicating the results of analysis and insights to technical and non technical audiences

• Knowledge of statistical analysis and tools such as SQL or Excel
• Comfortable dealing with ambiguity and unstructured problems
• Experience contributing at both strategic and operational levels
• Experience with delivering programs through outsourced vendor support partners
• Understanding of digital advertising marketplace and competitive ad products, adept with Facebook's business tools (e.g. Ads/Business Manager)

• Experience working with or in support of diverse communities

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 [email protected]