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Partner Operations Specialist, Media Operations

Partner Operations Specialist, Media Operations Facebook’s mission is to give

2020
2019-07-16
Facebook
Position: Operations Specialist Salary: Unspecified Type: Full Time Location: Mountain View, CA
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 Media Operations team develops solutions for public figures, creators, non-profits and media companies on Facebook
and Instagram by creating scaled support to address the issues impacting their experiences with the suite of Facebook
products. Our General Support team is responsible for delivering product support to Facebook & Instagram Partners.
We are seeking a Partner Operations Specialist to join the General Support team within Media Operations. This individual
will be responsible for managing the support process, quality, reporting, escalations and communication of Facebook’s
Products to a range of stakeholders. You will leverage data tools and other sources of Partner feedback to identify themes,
uncover and prioritize product issues and communicate key takeaways to Product and other teams to shape Product
direction. You will work cross-functionally with the teams within Facebook to improve Partner experience.
This is a full-time position located in Mountain View, CA.
RESPONSIBILITIES
Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot
quickly and effectively to drive resolution
Respond to Partner inquiries with high quality, speed, empathy and accuracy
Become an expert in the support experience for Partners
Understand and resolve their inbound product questions and issues
Investigate escalations from internal stakeholders and lead them to resolution
Develop and share deep expertise on a range of Facebook and Instagram products
Make informed recommendations to improve Partner experience with Facebook’s products, supporting workflows, and
address areas for product support optimizations
Identify trends and develop solutions to optimize team workflows, introduce new processes and improve partner
experience
Effectively plan and execute team-wide projects to further our mission and improve Partner experience while liaising with
cross-functional partners to move these initiatives forward
Identify potential risks or issues with project implementations, and proactively drive communication with internal and
external stakeholders during projects
Play an active role by contributing to improving policies, product, process and support system solutions
MINIMUM QUALIFICATIONS
BA or BS Degree
3+ years of experience in an online operations, technical support, or product support environment
Experience communicating and working cross-functionally, both internally and externally
Experience in independently analyzing and solving problems
Knowledge of IT systems
Experience prioritizing among conflicting demands
Experience thinking strategically about multifaceted issues, leading to thoughtful recommendations and action plans
Experience training on products and tools
PREFERRED QUALIFICATIONS
Interest in quality and Partner experience
Experience using data tools (e.g. SQL, Tableau, etc.)
Experience working in broadcasting and news organizations and/or products
Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled
veterans in our job application procedures. If you need assistance or an accommodation due to a disability.
Apply

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