Technology Support Program Manager
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Job Info

Global Operations' (GO) focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people's issues and are strong advocates for the Meta community.We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. Scaled Operations (SO), within GO, manages the human expertise required for the integrity and experience of our community and business. If you like helping people, GO is for you.Meta is looking to hire an experienced and entrepreneurial Technology Support Program Manager to ensure the highest level of customer satisfaction and drive efficiency across its systems. The Program Manager will be responsible for leading the execution and activation of numerous support initiatives and will work with various stakeholders including Engineering, Product, Process, Vendors, and more.

Technology Support Program Manager Responsibilities:

• Develop, roll out, and sustain repeatable support processes for Global Operations (GO) technology programs impacting Meta's vendor partners globally.
• Develop process documents and communication to support technology initiatives and ensure effective adoption of related process and procedure.
• Govern technology support solutions to ensure the highest levels of efficiency and satisfaction by adhering to defined metrics and guidelines.
• Lead productivity analysis and solutioning exercises for technology programs, driving cross-functional efforts towards the most impactful initiatives.
• Use problem solving skills to resolve large and complex business problems. Analyze complex support flows and provide recommendations for process, policy, and product improvements.
• Lead discovery exercise for program support. Obtain detailed business requirements by engaging stakeholders and partners. Drive in-depth scoping and planning efforts with inputs from Subject Matter Experts.
• Perform RCA to understand support challenges and identify opportunities for enabling solutions.
• Develop and roll out onboarding and related processes for technology support solutions, implementing and sustaining a support model for provisioning.
• Track and analyze key operational metrics to deeply understand the support ecosystem and help determine where to focus optimization efforts.

Minimum Qualifications:

• Bachelor's degree in a directly related field, or equivalent practical experience.
• 4+ years of experience in leading support functions for technology programs or SaaS software.
• 4+ years of experience in a project/program management position or in an equivalent function.
• Analytical, problem-solving, negotiation and organizational experience.
• Interpersonal experience, including relationship building and a collaborative mentality operating in a global, cross-functional team.
• Knowledge of software development processes and best practices. Knowledge with project and issue tracking systems.
• Business Analyst background with experience in requirements analysis techniques/methodologies, and a demonstrated track record of delivering business value through process improvement in the high-tech operations space.

Preferred Qualifications:

• Program Management background with experience in requirements analysis techniques/methodologies, and a demonstrated track record of delivering business value through process improvement in the high-tech operations space.
• Independent and thorough in examination and analysis, along with being consensus-building and results-oriented.
• Experience working on highly cross-functional, global teams.

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