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Summary:

The Payments Team serves our global community by providing customer support for payment issues. We are looking for a seasoned leader, who can manage a broad scope, with accountability for customer support for multiple payments products. This role includes both, operational management and end to end customer journey optimization.The ideal candidate is a strategic thinker who can identify opportunities for growth and innovation, and has a passion for driving customer satisfaction and loyalty. We’re looking for an inspiring leader who can drive the right balance of scaling impact through the team and driving execution directly when needed. The successful candidate will have experience in program management, process improvement, and cross-functional collaboration. They should be able to lead and motivate their team to achieve operational excellence and deliver high-quality support experiences to customers. This role requires strong communication and problem-solving skills, as well as the ability to work effectively with stakeholders across different departments and regions.

Required Skills:

Manager, Payment Operations Responsibilities:

1. Drive team-wide results against measurable business outcomes enabling product adoption while maximizing the customer experience

2. Empower the team to execute on ambitious roadmaps aimed at improving payments customer support at Meta and enable our outsourced operations to run effectively

3. Lead relationships with Vendor Operations supporting internal issue resolution and driving delivery accountability of the vendor teams

4. Collaborate with our product, engineering, partnerships, and sales teams to ensure we are meeting our customer support goals

5. Work with Payments Leadership team to determine team’s project roadmap and priorities while holding accountable to milestones and delivery deadlines

6. Build and retain a high performing team of Program Managers & Product Specialists through career planning, mentorship, and performance management

Minimum Qualifications:

Minimum Qualifications:

7. Strategic thinker with analytical mindset and problem-solving experience, demonstrate to navigate ambiguity

8. Bachelor's degree with 12+ years of relevant experience (in Customer Experience, Strategy & Operations or Product Development)

9. 5+ years experience leading teams from strategy through operational execution

10. Proven track record of building relationships with large cross-functional teams with ease and delivering impact consistently

11. Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance

12. Proven communication and presentation skills with the experience to influence partners and leaders towards achieving shared goals

Preferred Qualifications:

Preferred Qualifications:

13. Customer Experience Analytics expertise with certifications in Design Thinking, Data Science, Research, Analytics or Customer Experience Certification

14. Lean/Six Sigma Certification

15. MBA or Master’s degree in business, operations, strategy or analytics

16. Demonstrated leadership experience in program management and continuous process-improvement in a technology company

Public Compensation:

$142,000/year to $202,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

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, 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta 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.