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Facebook Operations Program Manager in Singapore

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:

The Developer Support Engineering team provides scaled technical support for the Facebook Platform developer community. As an Operations Program Manager for Developer Support, you will play a key role within our Developer Support Engineering team. You will drive highly cross-functional programs that span the organization including technical assessment of developer platform products, launch planning, training, quality audits, and support performance management.

Required Skills:

  1. Lead technical assessment of APIs/SDKs and other developer facing products to determine technical support requirements, preparing the Developer Support Engineering team in providing scaled technical support for our global developer community

  2. Monitor ongoing developer support services to ensure compliance with SLAs and performance commitments

  3. Coordinate with cross-functional stakeholders on new launches as well as changes to the Facebook Developer Platform

  4. Handle escalations, own root cause analysis and follow-through of incidents to resolution

  5. Coordinates training, quality audits, and support performance management across the global team

  6. Ensures standardization of support workflows and processes for Developer Support Engineering.

  7. Drive cross-functional initiatives to improve internal processes and support quality across all our support channels.

  8. Document learnings and share operational insights to the team and cross-functional partners

  9. Define requirements and specifications for support tooling, reporting and infrastructure.

Minimum Qualifications:

  1. Bachelor’s degree in Computer Science or a related field.

  2. Minimum 5 years of industry experience with a demonstrated track record of delivering business value using technology solutions in high-tech operations space

  3. 2+ years of experience in Project Management and 2+ years of experience in support or operations with proven experience in process improvement and optimization

  4. Experience leading global projects and hands-on project management of multiple concurrent projects

  5. Experience in launching support programs from inception to delivery

  6. Experience in implementing training and quality audit programs

  7. Experience working in a large cross-functional environment with many different stakeholders.

  8. Analytical and problem-solving experience

  9. Excellent verbal and written communication skills

Preferred Qualifications:

  1. Experience with hands-on involvement in solving technical problems

  2. Knowledge on technical integrations involving APIs/SDKs and developer facing products

Industry: Internet

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