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.

We’re the team that’s responsible for managing reports surrounding Facebook’s policies and procedures, complex legal issues and the changing landscape of free speech on the Internet. We are passionate about building trust and giving the most voice to the most people. We are constantly balancing mitigating legal risk with making the world more open and connected while scaling our operations to support Facebook’s 1.8 billion users. 
As a member of Global Support Operations, you'll play a key role in ensuring that the Intellectual Property Operations team is always innovating, improving and handling Intellectual Property matters efficiently and quickly. You'll use data-driven techniques, industry-leading workforce management, advanced process improvement and legal and policy expertise to ensure that we comply with Facebook's obligations, while facilitating happy rights holders, users, and partners. This team is uniquely responsible for the success of the program as a whole as it touches virtually all aspects of Facebook's Intellectual Property ecosystem and has a diverse group of stakeholders across the team and company.

Responsibilities

• Ensure our local vendor team is meeting the standards stipulated in our contract

• Diagnose and solve for gaps in vendor service support based on customer satisfaction, quality review and process adherence

• Analyze data to determine trends in performance across vendors and regions

• Create and communicate analysis of vendor performance based on quality and accuracy of service, as well as other key metrics

• Educate internal stakeholders on team structure, responsibilities, processes, etc. and communicate team performance internally

Minimum Qualifications

• B.A. or B.S. degree

• 3+ years of work experience in end-to-end project management, workforce/vendor strategy planning, and/or operations

Preferred Qualifications

• Previous legal or Intellectual Property experience

• Prior experience with analytical tools (like Excel, SQL, or R)