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Payments Analyst, Payments Experience

| Austin

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 mission of the Facebook Risk and Payments team is to enable anyone, anywhere to be able to pay and be paid with confidence. This can mean different things across our many payments products - from providing support to advertisers who need help paying their bill, helping charities onboard to receive donations, to identifying and resolving fraudulent transactions. 
Are you passionate about user experience? Do you love Facebook payment products? The Payments Experience team at Facebook is focused on being advocates for a better payments experience, building scaled service offerings, and influencing product teams to improve the customer journey. We are looking for a strong individual contributor who can use data and storytelling to design the future of the Payments experience at Facebook.

Responsibilities

  • Build and own the roadmap for your assigned Experience pillar.

  • Drive key performance metrics for the pillar by working with product and engineering teams to improve the customer experience, customer effort and quality metrics for assigned areas.

  • Work with investigations analysts to understand current needs and trends in payments support.

  • Influence partners to implement long term scaled solutions to address customer needs.

Minimum Qualifications

  • Bachelor's degree in Business, Science, Engineering, Economics or equivalent practical experience.

  • 3+ years of experience in project management, data analysis, operations, customer support, risk, payments or similar.

Preferred Qualifications

  • 2+ years of experience working with cross-functional partners across regions.

  • 2+ years of experience working in an operations environment.

  • 2+ years of experience in customer support.

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