Program Manager, Commerce - Product & Service Operations at Facebook
Menlo Park, CA, US
The Product & Service Operations (PSO) team helps businesses and merchants through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support millions of partners across dozens of complex products. Our unique view on both product and service allows us to partner with teams across Facebook to drive our business forward by representing the customer and combining quantitative with qualitative signals that drive product improvements and scale operations. As part of PSO’s Commerce team, the ideal candidate will have a proven track record in working collaboratively with product, engineering, partnerships and other Ops teams to synthesize complex information into clear service deliverables for our organization. You’ll have demonstrable experience in the execution and management of multi-channel service operations and a passion for growing customer satisfaction through efficient operations and service excellence.

Program Manager, Commerce - Product & Service Operations Responsibilities
  • Define and execute scaled service programs that enable the success of Business and Consumer Merchants across Facebook’s Commerce surfaces
  • Develop a deep understanding of Facebook’s Commerce products and the operations required to support them
  • Act as a connector between key functions within the PSO Service organization and our cross functional partners in Product, Product Marketing, Engineering and Partnerships to ensure PSO understands the evolving needs of the Commerce business and can adapt our service program accordingly
  • Provide insights and analysis to cross functional teams to help drive their understanding of PSO’s role and value as a service organization
  • Partner with PSO’s vendor management, training, knowledge management and quality team to ensure that program delivery is achieving its goals and consistently delivering exceptional Seller experiences
Minimum Qualifications
  • BA/BS with 5+ years experience with operations, program or product management
  • Demonstrated experience in building relationships with a complex network of global internal stakeholders across product, partnerships and other ops teams
  • Experience managing multiple projects simultaneously and driving teams towards execution of a north star vision
  • Knowledge of core components of scaled service delivery via third party vendors
  • Demonstrated experience defining and tracking support metrics and implementing programs to improve operational performance
  • Self-starter with confidence in initiating and driving projects to completion with minimal guidance
  • Analytical and problem-solving experience with at least basic SQL skills
Preferred Qualifications
  • Masters degree
  • Background of service and support with e-commerce platforms or APIs
  • E-commerce experience
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.
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