Customer Experience Program Manager - Product & Service Operations

| Austin
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Product & Service Operations (PSO's) mission is to build a service engine that solves today’s customer problems and prevents tomorrow’s. Solving problems is at the core of what we do. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. We ultimately help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique view on both product and service allows us to partner with teams across Facebook to drive our business forward by representing the community and combining quantitative with qualitative signals to drive product launches, improvements, and scale operations. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable Facebook’s businesses to thrive. The PSO Customer Experience team is seeking a Customer Experience (CX) Program Manager who is passionate about providing a world-class client experience with Facebook's business and marketing solutions. The ideal candidate will have a proven track record in the strategy, setup, execution, and management of a scalable CX Program. The successful candidate will have strong data analytics experience and be customer-obsessed with a passion for technology.

Customer Experience Program Manager - Product & Service Operations Responsibilities

  • Build a CX program in pursuit of advocating, evangelizing and leveraging insights to improve our customers’ journey and overall experience.

  • Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.

  • Collaborate with the wider organization to build a CX strategy around a single customer-focused metric (NPS, CSAT, or/and Customer Effort Score - CES).

  • Partner with Data Science and Analytics teams to build a CX issue-to-solution reactive and predictive model.

  • Create specific recommendations and action plans to drive product, people and process improvement strategy across every customer touchpoint.

  • Work with cross-functional partners to identify and implement optimal solutions in the areas identified.

  • Program Management and process Improvement across the customer experience operations team.

  • Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualization.

  • Serve as the organizational expert in best practices for CX and partner with research teams on industry benchmarking.

  • Provide thought leadership on emerging technology to enhance our product and service customer experience.

  • Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders.

Minimum Qualifications

  • Bachelor's degree with 8+ years of relevant experience (in Customer Experience, Operations, Marketing or Product Development)

  • Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues

  • Experience to work/build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals

  • Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance

  • Experience leading data-driven projects and communicating the results of analysis and insights to technical and non technical audiences

Preferred Qualifications

  • 2+ years experience in management or leadership capacity

  • Experience in customer satisfaction or quality initiatives in a contact center operations

  • Customer Experience (CX) related Certification (like CCXP)

  • MBA or MA in business, computer science, other business/tech field

  • Experience working with or in support of diverse communities

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].

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