Program Manager, Advertiser Support
7 days ago
Dublin, Ireland • London, UK • Full Time
The Advertiser & Enterprise Support Operations mission is to optimize the Advertiser & Enterprise 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 growth of communities, businesses, and advertisers on Meta by ensuring we address their pain points. We embrace 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 our advertisers 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 a program manager who will be responsible for managing complex issues around Meta’s product, policies, and procedures. This position will focus on understanding the biggest opportunities for our advertisers' enquiries, prioritizing and influencing our internal stakeholders to drive operational success metrics. The team is at the forefront of managing support for all Meta’s advertisers ranging from our smallest to our biggest advertisers. This is an exciting opportunity to help drive impact and strengthen user trust across the Meta family of apps.
Responsibilities:
1. Develop a vast understanding of issues our advertisers are facing when interacting with support.
2. End-to-end program management of complex projects that can span time zones and across functional teams.
3. Proactively identify program risks, develop and execute mitigation plans, and communicate rationale.
4. Liaise closely with Meta vendor teams to ensure all operational success metrics meet and exceed targets and work collaboratively to improve processes and tools and scale solutions.
5. Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.
6. Investigate, troubleshoot, and resolve urgent escalations to unblock advertisers from advertising on the platform.
7. Build collaborative cross-functional relationships with Product, Engineering, Data Science, Data Engineering, Operations Partnerships, Legal, and Privacy, among other teams.
8. Please note that at times some weekend work and/or after-hours work may be required.
Minimum Qualifications:
1. 4+ years of experience in an online operations, customer support, analyst, project management, consulting, online escalation environment, or relevant experience.
2. Experience with communicating to a wide range of stakeholders to influence outcomes, including, but not limited to, leadership.
3. Experience in agility with shifting priorities, while maintaining a high degree of organization and control.
4. Experience with leveraging analytical/data skills to solve ambiguous problems by providing practical business insights.
5. Experience in project management and managing complex projects with a wide range of cross-functional teams.
6. Track record of driving process improvements & cost optimizations.
Preferred Qualifications:
1. Experience working in customer support, online operations, or trust & safety environment.
2. Familiarity with KPI management, quality assurance, and process optimization.
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.
Equal Employment Opportunity and Affirmative Action:
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, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@meta.com.
Apply for this job and take the first step toward a rewarding career at Meta.
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