Facebook Manager, Community Help and Education in Indianapolis, Indiana
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.
Product Support Operations plays a critical role in the product life cycle at the Facebook company—from ideation and development, to launch, growth, help, and support. We partner closely with product, engineering, data science and other Global Operations teams to improve the user experience and ensure that every product experience is safe, reliable, and supported at scale. Those who join our teams are very passionate about solving people's issues and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms.Facebook is looking for a people manager with experience leading content teams to join the Community Help and Education (CHE) team. CHE provides self-service Help Center content and support messaging for more than 2 billion people who use products across the Facebook family of apps. The ideal candidate is a skilled people leader with experience in digital content management, content strategy, project management, and data-informed decision making. This person should also have an eye for improving the customer support experience and be able to manage complex, cross-functional projects using critical thinking skills. This is a multi-faceted, fast-paced position supporting a team of content strategists, so flexibility, empathy, and good editorial judgment are essential.
Lead a team of content strategists in defining and executing operational goals within CHE’s larger strategy.
Build and manage relationships with key cross-functional partners including Product, Engineering, Policy, Privacy, Legal, and Product Support Operations.
Leverage both data and cross-functional relationships to identify new opportunities for business impact.
Act as a resource and mentor for your team in areas such as customer support best practices, data-informed decision-making, process improvement, prioritization, time management, cross-functional negotiation, and career development.
Develop and operationalize best practices for creating and managing high quality educational and support content at scale.
Contribute to or lead people-focused initiatives across CHE and the broader operations organization.
Independently manage highly visible, complex content initiatives as needed.
5+ years of experience in a content strategy, editorial, or other content-focused role
3+ years of experience managing people and performance
Demonstrated experience building connections with direct reports, peers, stakeholders, leadership, and users through effective communication and collaboration
Demonstrated experience measuring impact against operational metrics
Demonstrated experience managing complex projects, timelines, and expectations effectively in a fast-paced, ambiguous environment
Experience in online operations, customer support, or content management at a technology company
Experience directly managing content strategists
Experience working in a content management system (CMS)
Experience managing other managers
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 firstname.lastname@example.org.
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