Premier Partner Operations Specialist
The Premier Partner Operations team develops solutions for public figures, creators, politicians, media companies and Paying users on Meta’s family of apps by creating white glove and scaled support to address the issues impacting their experiences with the suite of Meta products.
We are seeking a Specialist to join the Premier Partner Support team within Premier Partner Operations. This individual will be responsible for managing the support process, quality, reporting, escalations and communication of Meta's policies and products to a range of stakeholders. You will leverage data tools and other sources of feedback to identify themes and deliver solutions at scale. You will work cross-functionally with teams within Meta to improve high value user’s experiences.
Responsibilities
- Respond to user inquiries with high quality, speed, empathy and accuracy ensuring a positive experience for our users
- Communicate and collaborate cross-functionally in order to lead issue resolution across teams, and troubleshoot quickly and effectively to drive resolution in a timely manner
- Develop an extensive understanding of the support experience for users, resolving inbound product/policy questions and issues, and providing expert guidance to internal stakeholders
- Investigate escalations from internal stakeholders and lead them to resolution
- Conduct quality audits of vendor agents, identifying areas for improvement and implementing changes to enhance overall performance
- Make informed recommendations to improve user experience with Meta’s products, supporting workflows, and address areas for product support optimizations
- Identify trends, develop solutions and implement new processes to optimize team workflows, streamline operations and enhance user experience
- Proactively investigate, troubleshoot, and resolve sensitive escalations
- Develop extensive cross-functional partnerships with partnerships, policy, legal, engineering, data science, product management and other operational teams at Facebook in order to implement optimal integrity solutions
Minimum Qualifications
- 1+ years of experience in a support function working directly with clients or users
- Experience communicating issues, risks and paths to resolution in a clear and effective manner
- Experience working with global teams
- Resilient mindset - thrives over changing priorities and ever changing knowledge
- Robust problem-solving and analytical skills
- Attention to detail - capacity to follow strict set of operational steps
- Customer focused approach
Preferred Qualifications
- BA or BS Degree
- Experience in a fast-paced, corporate environment
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
The Premier Partner Operations team develops solutions for public figures, creators, politicians, media companies and Paying users on Meta’s family of apps by creating white glove and scaled support to address the issues impacting their experiences with the suite of Meta products.
We are seeking a Specialist to join the Premier Partner Support team within Premier Partner Operations. This individual will be responsible for managing the support process, quality, reporting, escalations and communication of Meta's policies and products to a range of stakeholders. You will leverage data tools and other sources of feedback to identify themes and deliver solutions at scale. You will work cross-functionally with teams within Meta to improve high value user’s experiences.
Responsibilities
- Respond to user inquiries with high quality, speed, empathy and accuracy ensuring a positive experience for our users
- Communicate and collaborate cross-functionally in order to lead issue resolution across teams, and troubleshoot quickly and effectively to drive resolution in a timely manner
- Develop an extensive understanding of the support experience for users, resolving inbound product/policy questions and issues, and providing expert guidance to internal stakeholders
- Investigate escalations from internal stakeholders and lead them to resolution
- Conduct quality audits of vendor agents, identifying areas for improvement and implementing changes to enhance overall performance
- Make informed recommendations to improve user experience with Meta’s products, supporting workflows, and address areas for product support optimizations
- Identify trends, develop solutions and implement new processes to optimize team workflows, streamline operations and enhance user experience
- Proactively investigate, troubleshoot, and resolve sensitive escalations
- Develop extensive cross-functional partnerships with partnerships, policy, legal, engineering, data science, product management and other operational teams at Facebook in order to implement optimal integrity solutions
Minimum Qualifications
- 1+ years of experience in a support function working directly with clients or users
- Experience communicating issues, risks and paths to resolution in a clear and effective manner
- Experience working with global teams
- Resilient mindset - thrives over changing priorities and ever changing knowledge
- Robust problem-solving and analytical skills
- Attention to detail - capacity to follow strict set of operational steps
- Customer focused approach
Preferred Qualifications
- BA or BS Degree
- Experience in a fast-paced, corporate environment
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.