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As the Global Contact Center Operations Manager at Facebook
Reality Labs, you will be responsible for leading and driving
global support operations strategy for internal service delivery
teams, operations support, and external partner engagements. You
are a seasoned leader with extensive experience in the customer
support industry and understand internal and external operational
dynamics intimately. You prioritize investing in the care and
development of your team members and your experience in this area
includes a history of successfully fostering leadership growth in
your direct reports. You have a wealth of experience using data to
support thought leadership and evangelize innovative solutions and
approaches that are solidly rooted in delivering continuous
improvement to customers through operational leadership and
execution. You have a proven track record of building trusting
cross functional relationships regardless of domain, are a skilled
communicator, are able to effectively navigate through ambiguity,
and thrive in a fast paced and extremely dynamic environment. Your
ultimate goal is to build and lead a team who relentlessly focuses
on increasing customer loyalty and advocacy by driving operational
excellence at every turn.
Global Contact Center Operations Manager (FRL)
- You will manage a high-performing operations team covering a
variety of workflows within the Customer Care function including
but not limited to Escalations, Complaints, Social Media responses
and external and regulatory enquiries.
You are passionate about developing your team by providing
mentorship, guidance and career development to team members.
You will act as the point of contact for your team and support
them in removing roadblocks to reach a resolution on complex
You are mission driven and ensure that this is embedded and
practiced daily in all activities, including establishing team
goals, measuring progress and sharing results.
You are key to shaping the vision of the team by ensuring your
team operates in a frictionless environment and enabling them to
identify trends and opportunities that drive operational
You are proactive
identifying risks and opportunities in processes and policy,
ensuring that all stakeholders are aware and understand the impact
on day-to-day operations.
Communicator with experience in reaching resolutions with both
technical and non technical issues, ensuring that any impact is
communicated cross functionally, at a global level.
You have the ability to recognise the need for and lead through
change management initiatives while maintaining and driving
You will build and maintain healthy relationships with key
partners, acting as the link between operations and stakeholders,
identifying opportunities that will improve both the customer and
Be the advocate of the customer. Where the customer experience
has failed, your priority will be to make the customer whole again,
putting solutions in place to prevent this from impacting other
customers in the future.
You are an advocate for customer care, who will carry and drive
the FRL customer focused culture with your colleagues and within
Excellent follow up/follow through.
Willing to take calculated risks.
Implements creativity in problem solving.
Collaborate with internal cross-functional teams and external
partners (serves as the glue between the business and partner
Practices "service leadership".
Must be willing to travel (at minimum) 25%.
5+ years of experience of directly leading a multidisciplinary
team and 2+ years experience of leading a recursive report
10+ years of experience in customer-facing communications,
community management, customer service, contact center management,
and/or program management
5+ years experience specifically managing globally distributed,
multiple support partner relationships focused on customer support
Communication and active listening skills
Proven team player/teamwork focus
Experience developing and delivering presentation material to
any audience size
- Experience running data analysis, including volume
Experience operating calmly and maintaining judgment in
Effective project management and communication skills
About the Facebook company
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.
Facebook is committed to providing reasonable support (called
accommodations) in our recruiting processes for candidates with
disabilities, long term conditions, mental health conditions or who
are neurodivergent, and to candidates with sincerely held religious
beliefs or requiring pregnancy related support. If you need
support, please reach out to firstname.lastname@example.org.
(Colorado only*) Minimum salary of $171,000/year + bonus +
equity + benefits
- Note: Disclosure as required by sb19-085(8-5-20)