The Customer Care Platform team is up-leveling the way people get help and support through more robust internal and external products, and as a result, improving people’s experience with Facebook and its services. As Facebook grows and diversifies its products, making seeking help an effortless and satisfying process is key to winning customers’ loyalty. We’re looking for a Product Manager to drive the foundational systems that power customer support across Facebook Inc., including the core capabilities of the platform, its data model, and system-wide tooling integrations. This PM will be responsible for leading a team that will act as the connective tissue for the customer experience across our family of apps, working with relevant teams to ensure people can easily reach out to Facebook for help, and that when they do, we’re well equipped to provide best-in-class support. In addition to the foundation and infrastructure for Customer Care, this PM will be responsible for leveraging support related insights to improve products across ads, commerce, and more.

Product Manager, Core Systems & Integrations Responsibilities

• Lead the ideation, technical development, and launch of innovative products around customer care

• Own the overall product strategy for and implementation of customer support infrastructure

• Establish shared vision across the company by building consensus on priorities leading to product execution

• Work closely with the larger Enterprise Engineering team, and other Facebook product teams to provide best-in-class support on Facebook through more robust data, tooling, and systems

• Drive product development with a team of world-class engineers and designers

• Integrate usability studies, research and market analysis into product requirements to enhance user satisfaction

• Define and analyze metrics that inform the success of Customer Care Platform

• Understand Facebook’s strategic and competitive position and deliver products that are recognized best in the industry

• Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm

Minimum Qualifications

• 7+ years of experience as a product manager and/or product owner

• Organizational and analytical skills

Preferred Qualifications

• BA/BS

• Experience in developing Customer Support products

• Experience in building and growing teams

• Proficiency in SQL and other data related languages

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 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, you may contact us at [email protected].