Premier Partner Operations Specialist, Premier Partner Operations – Meta (formerly Facebook)

17% 1-Year Employee Growth Rate | 34% 2-Year Employee Growth Rate | LinkedIn | $16.1B Venture Funding

What Is Employee Growth Rate & Why Is It Important?

The Premier Partner Operations team develops solutions for public figures, creators, non-profits and media companies on Facebook and Instagram by creating white glove and scaled support to address the issues impacting their experiences with the suite of Meta 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 Premier Partner Operations. This individual will be responsible for managing the support process, quality, reporting, escalations and communication of Meta’s policies and products to a range of stakeholders. You will leverage data tools and other sources of feedback to identify themes and deliver Partner solutions at scale. You will work cross-functionally with teams within Meta to improve Partner experience. The on-call hours for this role are typically 8:00 a.m. to 5:00 p.m. Pacific Standard Time.

Premier Partner Operations Specialist, Premier Partner Operations Responsibilities:

• Respond to Partner inquiries with high quality, speed, empathy and accuracy
• Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution
• 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 Meta’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
• Play an active role by contributing to improving policies, product, process and support system solutions

Minimum Qualifications:

• Experience prioritizing conflicting demands
• Interest in quality and Partner experience
• Experience analyzing and solving problems in uncertain, collaborative and fast-paced environment
• Communication skills and experience working effectively, both internally and externally
• Analytical and quantitative skills with knowledge of IT systems
• Demonstrated experience thinking strategically about multifaceted issues, leading to thoughtful recommendations and action plans
• Experience absorbing training on complex products and tools
• 2+ years of experience in an online operations, technical support, or product support environment

Preferred Qualifications:

• Experience using data tools (e.g. SQL, Tableau, etc.)

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].

Tagged as: 501+ Employees, Hide US-Only Jobs, Venture Funded