Operational Readiness Program Manager (NORAM)

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.

Responsibilities

• Manage cross-functional operational readiness efforts, working with various Customer Operations functions to ensure a smooth launch of new work and change management

• Translate business requirements into implementation plans, furthering our mission of delighting users at scale

• Experience of working on issues that may not be clearly defined and require strategic direction, analysis of situations and conceptual thinking

• Prioritize competing needs with effectual reasoning

• Facilitate relationships between teams, move initiatives forward, find resources, raise concerns to appropriate owners early and resolve open issues that prevent progress

• Predict roadblocks and obstacles, establishing meetings or integration points between teams

• Perform change implementation risk assessments to ensure successful delivery of projects with minimal disruption to operational metrics and the vendor network

• Communicate prioritization and trade-off operational decisions to the broader cross-functional team to drive consensus, and ensure that those decisions are properly implemented

• Provide thought leadership and implementation of project/program management best practices and systematically mature governance, success measurement and continuous improvement processes with cross-functional teams at a global level

• Act as a business partner and build strategic relationships with global and cross-functional partners, and influence strategy to drive improvements

• Advocate for our Vendor Partners with internal teams to enable operations that help improve the customer experience or increase the safety of our platform

• Travel to vendor sites and internal team summits as per needs (indicatively 10-15% of the time)

Minimum Qualification

• 5+ years of Project Management experience, with knowledge in process management, process improvement, operational efficiency and effectiveness

• Experience with customer operations (outsourced, BPOs, internal, scaled) and the impact/risk of new implementations / change management into the ecosystem

• Experience prioritizing and managing multiple projects simultaneously in a fast-paced environment with minimal guidance

• Experience working with internal/external stakeholders in multiple geographic regions

• Experience communicating to a variety of audiences

• Analytical, problem-solving, negotiation and organizational experience

Preferred Qualification

• Experience working with customer support centers

• Experience in PMO type functions

• Certifications in Lean Six Sigma and/or PMP

• BA/BS or equivalent 4-year university degree