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Facebook Digital Service Channel Strategy Manager in Boston, Massachusetts

Intro:

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.

Summary:

As the Digital Service Channel Strategy Manager at Facebook Reality Labs, you will be responsible for leading and driving a global support channel strategy that focuses on attracting and containing customers in successful self-service mitigation and ensuring smooth and targeted “right channeled” hand-offs to traditional/assisted support interactions when appropriate. You are a seasoned customer centric leader with extensive experience with digital transformation strategy in the customer support industry and understand internal and external operational dynamics intimately. You prioritize investing in the care and development of your team members and your experience in this area includes a history of successfully fostering leadership growth in your direct reports. You have a wealth of experience using data to support thought leadership and evangelize innovative solutions and approaches that are solidly rooted in delivering continuous improvement to customers through operational leadership and execution. You are data driven and understand that measurement and analysis are critical to successful iteration. You are focused on optimal and effortless customer outcomes and not only believe these are the experiences that drive customer loyalty and advocacy but have first hand expertise in leading your team to drive these initiatives to fruition as proof. You have a proven track record of building trusting cross functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast paced and extremely dynamic environment. Your ultimate goal is to build and lead a team who relentlessly focuses on increasing customer loyalty and advocacy by driving operational excellence at every turn.

Required Skills:

  1. You will manage a high-performing team of channel strategy program leaders who cover a variety of workflows within the Customer Care function including but not limited to Self Service Transactions, Digital IVR/Intake, Chatbot, Community, Social, In App/In Product and more.

  2. You are passionate about developing your team by providing mentorship, guidance and career development to team members.

  3. You will act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.

  4. You are mission driven and ensure that this is embedded and practiced daily in all activities, including establishing team goals, measuring progress and sharing results.

  5. You are key to shaping the vision of the team by ensuring your team operates in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.

  6. You are proactive: identifying risks and opportunities in processes and policy, ensuring that all stakeholders are aware and understand the impact on day-to-day operations.

  7. You have the ability to recognize the need for and lead through change management initiatives while maintaining and driving teammate engagement.

  8. You will build and maintain healthy relationships with key partners, acting as the link between operations and stakeholders, identifying opportunities that will improve both the customer and teammate experience.

  9. Be the spokesperson of the customer. Where the customer experience has failed, your priority will be to make the customer whole again, putting solutions in place to prevent this from impacting other customers in the future.

  10. You are an advocate for customer care, who will carry and drive the FRL customer focused culture with your colleagues and within your team.

  11. Takes initiative.

  12. Willing to take calculated risks.

  13. Collaborate with internal cross-functional and external partners (serves as the glue between the business and partner operations).

  14. Practices “service leadership”.

  15. Relationship builder.

  16. Must be willing to travel (at minimum) 25%.

  17. Superior judgement.

  18. Implements creativity in problem solving.

Minimum Qualifications:

  1. BA/BS degree or equivalent customer support channel experience.

  2. 5+ years of experience of directly leading a multidisciplinary team and 2+ years experience leading a recursive report management structure.

  3. 5+ years experience partnering with a globally distributed internal and supplier-based operation focused on customer support operations.

  4. 10+ years of experience in digital strategy focused on a customer support practice, customer-facing communications, community management, and customer service operations program management.

  5. Proven communication and active listening skills.

  6. Proven team player/teamwork focus experience.

  7. Experience developing and delivering presentation material to any audience size.

  8. Proven follow up/follow through skills.

  9. Communicator with experience reaching resolutions with both technical and non-technical issues, ensuring that any impact is communicated cross functionally, at a global level.

  10. Analytical/Data Driven.

Preferred Qualifications:

  1. Experience running data analysis, including volume forecasting.

  2. Experience operating calmly and maintaining judgment in fast-paced environments.

  3. Effective project management and communication skills.

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal 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. Facebook 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.

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