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Meta Project Manager, Commerce Seller Experience in Boston, Massachusetts

Summary:

Commerce Operations is a rapidly growing team within our Global Operations function. Its mission is to build and deliver operations to provide the integrity, experience, and support for eCommerce users across Meta’s Family of Apps. We’re growing this team to develop new operation capabilities to support Meta’s growing commerce products, and are looking for people with both the passion and ability to build new operational teams, processes and programs that drive the customer experience. We partner closely with cross-functional teams, including ops, product, engineering, and data science, to ensure high quality and trusted experiences. Successful candidates for this team are adaptable, creative, have a bias toward action, aren't afraid of being wrong, and can successfully work across various teams and countries.Are you passionate about customer experience? Do you love eCommerce? The seller experience team at Meta are advocates for better customer experiences, building scaled service offerings, and influencing product teams to improve the customer journey. We are seeking a strong individual contributor who can manage high-visibility escalations, perform root cause analyses, and drive improvements to the customer experience using data and storytelling to design the future of the seller experience at Meta.

Required Skills:

Project Manager, Commerce Seller Experience Responsibilities:

  1. Effectively plan and manage complex projects from the initial ideation phase through final execution to further our mission

  2. Drive key performance metrics by working with product and engineering teams to improve the seller experience and quality metrics, and lower seller effort for assigned areas

  3. Work with commerce program managers to understand current needs and trends in support, and influence partners to implement long term scaled solutions to address seller needs

  4. Own and manage assigned areas (e.g. escalations management, SLAs, etc.)

  5. Drive escalation mitigation efforts for all assigned support areas, with a focus on agent escalations, product bugs, legal and press escalations, and leadership escalations

  6. Manage and perform rapid-response root cause analyses, including after-action reviews

  7. Surface and advocate for improvements to seller - and agent-facing resources, processes, and protocols

  8. ideate and implement agent tooling to reduce handling errors and increase efficiencies

  9. Be a strong cross-functional partner

  10. proactively communicate regular updates, concerns, trends, and the impact of changes to all internal stakeholders

  11. Drive internal and external process improvements using data and ensure internal tools and automation systems are fully leveraged, including agent-facing resources, tooling, and training

  12. Track and analyze key operational metrics to deeply understand the support ecosystem and help determine how to prioritize optimization efforts

  13. Directly manage the day to day, workflows, and metrics of a vendor team responsible for seller support

  14. Be comfortable dealing with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly

  15. Please note that during the holidays weekend/evenings work will be required on a shift basis

Minimum Qualifications:

Minimum Qualifications:

  1. 2+ years of experience in project management, data analysis, operations, customer support, risk, payments or similar

  2. Experience in eCommerce, marketplace eCommerce

  3. Demonstrated willingness to use communication to understand and articulate complicated situations

Preferred Qualifications:

Preferred Qualifications:

  1. Bachelor's degree in Business, Science, Engineering, Economics or equivalent practical experience

  2. 2+ years of experience working with cross-functional partners across regions

  3. 2+ years of experience working in an operations environment

  4. 2+ years of experience in customer support

  5. Lean Six Sigma Green Belt or Above

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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