Vendor Operations Program Manager

• 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 Meta 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 and Service Operations (PSO) mission is to build a service engine that solves todays customer problems, and prevents tomorrows.
• PSO teams are involved throughout the lifecycle of product development and service delivery to ensure that our customers have a seamless experience on our platform.
• This team is passionate about fostering the growth of communities, businesses and advertisers on Meta by ensuring they have the tools needed to succeed.
• We embrace a culture of innovation, ownership and accountability and are uniquely positioned at the intersection of product and service.
• This allows us to partner with teams across Meta to drive our business forward by representing the voice of the community to improve their experience, implementing in-product solutions, enhancing customer support operations, combining quantitative with qualitative signals to drive product launches, focusing on data management and scaling measurement outcomes.
• The PSO Vendor Management team is seeking a Program Manager, Vendor Operations who is passionate about providing a world-class client experience with Meta''s business and marketing solutions.
• This Program Manager will be responsible for collaborating with a variety of internal teams to design service offerings, delivering exceptionally high service quality through third party contact center partners, and driving continuous improvement of service processes.
• This position is full-time and located in our São Paulo, Brazil office.
• **Vendor Operations Program Manager Responsibilities**:- Manage service operations workflow delivery for a large-scale vendor workforce (call center operation), while monitoring progress against goals and managing operations to meet and exceed KPIs.
• - Drive continuous improvement efforts to enhance operational performance and client experience by partnering with internal business partners.
• - Perform data analysis and execute data-informed initiatives that will improve our customer experience and drive business growth.
• - Drive exceptional service quality through reinforcing high standards and coordinating cross-team quality assurance and efficiency efforts.
• - Strong collaboration especially with other Program Managers and ability to work with a variety of internal/external, local/global stakeholders and remote teams, through the exchange of best practices, alignment of processes and prototyping of new initiatives.
• - Manage capacity planning for large multi-skilled teams, working with key business stakeholders to define staffing plans and manage resourcing to execute against operational targets and achieve business objectives.
• - Coordinate the planning and staffing of new workflow launches, updates and migrations.
• **Minimum Qualifications**:- 6+ years experience in an operations (outsourcing call center type) role.
• - Self starter, capable of working as part of a global, cross-functional team.
• - Experience with both front-office and back-office customer support environments.
• - BA/BS or equivalent 4 year university degree.
• - Excellent analytical skills with a proven record in complex problem solving situations using data.
• - Excellent large-scale program management, communication, stakeholder management, negotiating and influencing skills with a strong track record of achieving engagement from senior and cross-functional stakeholders.
• **Preferred Qualifications**:- COPC (or similar) certifications.

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