(15h Left) Program Manager, Advertiser Support

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Advertiser Experience & Support Operations mission is to optimize the Advertiser end-to-end support experiences through monitoring program performance, driving continuous improvement and implementing support plans. We are responsible for the overall health and performance of our advertisers service delivery to ensure that our customers have a seamless experience on our platform. This team fosters the growth of communities, businesses, and advertisers on Meta by ensuring we address their pain points. We foster innovation, ownership and accountability and are uniquely positioned at the intersection of product and service. This allows us to partner with teams across Meta to drive our business forward by representing the advertiser community to improve their experience, enhancing customer support operations, combining quantitative with qualitative signals to influence product roadmaps, focusing on data management and scaling measurement outcomes. The Advertiser Support team is seeking an experienced program manager to run outsourcing delivery operations, manage vendor relationships and oversee complex issues around Meta/'s product, policies and procedures. This position will focus work with a wide variety of internal and external teams providing scalable outsourcing solutions. The team is at the forefront of managing support for all Meta’s advertisers ranging from our smallest and biggest advertisers. This is an exciting opportunity to help drive impact and strengthen user trust across the Meta family of apps. We are seeking an experienced and highly motivated program manager to join our Advertiser Support team. As a Program Manager, you will be responsible for managing and optimizing the performance of our vendor partners in support of our Integrity operations. This is a unique opportunity to work with a high performing team and make a significant impact on our organization/'s success.

Responsibilities

Develop and implement strategies to improve vendor performance, quality, and efficiency

Collaborate with cross-functional teams to identify and resolve operational issues

Analyze data and metrics to inform decision-making and drive process improvements

Develop and maintain relationships with vendor partners and internal stakeholders

Ensure compliance with company policies, procedures, and regulatory requirements

Identify opportunities for cost savings and process improvements

Provide regular reporting and updates to leadership on vendor performance and operational metrics

End to end program management of complex projects that can span time zones and across functional teams

Proactively identify program risks, develop and execute mitigation plans, and communicate rationale

Identify actionable insights, suggest recommendations and influence team strategy through effective communication

Investigate, troubleshoot, and resolve urgent escalations to unblock advertisers from advertising on the platform

Please note at times some weekend work and/or after hours work may be required

Minimum Qualifications

8+ years of experience in vendor management, online operations, customer support, project management, consulting, online escalations environment or relevant experience

Certification in process improvement methodologies such as Lean Six Sigma

Experienced communicator with influencing skills across different stakeholders

Experience in project management and managing strategic projects with cross-functional teams

Track record of successfully managing vendor relationships and driving process improvements

Analytical and problem-solving skills

Track record of navigating through ambiguity

Track record of driving process improvements and cost optimizations

About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

Compensation
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Additional information

Seniority level: Not Applicable

Employment type: Full-time

Job function: Project Management and Information Technology

Industries: Technology, Information and Internet

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