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Summary:

Payment Operations serves our global community by providing customer support for payment issues. We continuously improve customer experience for agent-level processes, escalations and internal workflows. We are advocates for a better customer experience, driving customer focused support efforts, allowing for faster resolution, and providing insights to product teams about user experiences.The ideal candidate is a passionate customer experience specialist who can identify opportunities and then design and deliver on those opportunities to optimize the end to end customer journey, in a highly matrixed environment.

Required Skills:

Support Design Specialist Responsibilities:

1. We’re continuously learning. You will become an expert in core risk/payments experience infrastructure, tools, systems, and data.

2. We like to move fast. You will demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements. Apply the experience in the fast paced and growing operations environment.

3. We’re a collaborative bunch. You will work with our operations teams in determining payments, support experience, that allow products to scale while taking ownership of the space to make the product experience better.

4. We love to focus on impact. You will systematically analyze product metrics and labeling results, collecting insights, gaps, and pain points across the operation to categorize, scope and help prioritize (with BOPM and SDO Manager) process, tooling, training, documentation, and customer experience improvements.

5. We deliver value in everything we do. You will manage projects and coordinate new product support across payment operations stakeholders.

6. Our culture is all about empowering people. You will influence and lead efforts, communicate effectively, and coordinate with key cross-functional partners, including Product, Engineering, Design, Legal, and others during design, build, launch, and expansion phase of product life cycle.

7. We’re crisp and detail oriented. You’ll ensure project documents are complete, current and available for staff and leadership review. You’ll also develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs.

8. We love to tackle big problems. You’re able to see challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed.

9. Develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs.

10. At Meta, we’re obsessed with service. You’ll support vendor delivery of customer support in line with the scale of the product team resolving escalations and quality calibrations as required.

Minimum Qualifications:

Minimum Qualifications:

11. 2+ years of experience in Project Management

12. 2+ years of experience working with global cross-functional teams

13. Analytical-thinking and problem-solving experience

14. Experience creating, implementing and improving business processes

15. Demonstrated experience influencing across functional boundaries and/or globally

Preferred Qualifications:

Preferred Qualifications:

16. 2+ years of experience working in an online operations or consulting environment, or similar

17. 1+ years of experience in customer support, trust and safety, payments, or related team

18. BA/BS degree

Industry: Internet