Summary:

Meta is seeking a Program Manager to join our AI and Self Support Operations team who is passionate about Generative AI (GenAI) and providing a world-class client experience across Meta's family of apps. The AI and Self Support team within Global Operations is responsible for the strategic deployment of GenAI that drives operational efficiency and customer satisfaction for Meta's global customer base.We think in customers' shoes and strive to solve problems at the root. We value innovation, ownership & accountability. The ideal candidate will have a proven track record in the strategy, setup, execution, and management of scalable programs.

Required Skills:

Program Manager, AI and Self Support Operations Responsibilities:

1. Lead programs that focus on deploying Artificial Intelligence (AI) to make operations more efficient across Global Operations

2. Drive impact through exceptional communication skills, leadership , knowledge sharing, scalable processes, and operational expertise

3. Communicate proactively to cross-functional partners, prepare formal recurring communications, and present to people at all levels of the organization

4. Synthesize complex information and context and draw connection points across multiple teams to provide recommendations on strategy and drive operations and execution

5. Diagnose and improve Meta’s integrity and/or customer support processes, products and teams and drive recommendations for process, policy and product improvements

6. Influence organizational roadmaps to tackle the company's most impactful opportunities that support our customers and improve reviewer/agent experiences

7. Track and analyze key operational metrics to understand the support ecosystem that builds a feedback loop into better supporting our customers and help determine where to focus optimization efforts

8. Apply critical thinking and judgement regarding support needs across multiple competing priorities

Minimum Qualifications:

Minimum Qualifications:

9. 5+ years of experience in a project management, customer experience, customer success, management consulting, operations or similar strategic role

10. BA/BS/BBA degree or international equivalent

11. Experience leading global projects

12. 2+ years of experience doing business process analysis

13. Experience leading relationships across large stakeholder groups

14. Experience with executive communication and synthesis of complex or technical concepts to non-technical partners and leadership audiences to influence the strategy of those teams

15. Demonstrated experience managing deadlines under pressure, prioritizing and managing multiple projects simultaneously

Preferred Qualifications:

Preferred Qualifications:

16. Experience in a rapidly changing tech, support or startup environment

17. MBA or Masters in an equivalent field

18. Subject Matter Expertise in one of the following will be an added advantage:

19. Workflow set up and configuration including documentation of processes and procedures

20. Operational requirements gathering and prioritization

21. Process improvement implementation (or establishing) operational processes

22. Generative AI (GenAI)

23. Customer Support

24. Platform Integrity

Public Compensation:

$93,000/year to $136,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta 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 accommodations-ext@fb.com.