Customer Support Operations Partner Manager, Facebook AR/VR

Facebook - Menlo Park, CA4.2

Full-timeEstimated: $59,000 - $79,000 a year
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.
As Customer Support Operations Partner Manager at Facebook AR/VR you will apply a laser focus on managing partner support performance to contract and executing target performance results. While serving as the connective tissue between internal and partner support operations, you will use critical and key performance indicators and contact drivers as signals to drive partner performance, service delivery results, and business/product/operational improvements that satisfy and delight our customers. Your mission will be to drive partner support organizations to deliver world-class, multi-channel, customer-facing support and service operations capabilities. Your ultimate goal is complete customer satisfaction.
Liaison between business and contact center operations
Define contractual critical and key performance indicators and actively manage partner delivery against them
Implement tracking mechanisms to support business understanding of key contact drivers and their root causes
Analyze and utilize data related to contact drivers, FCR, CSAT, and other channels to drive continuous process and program improvement
Manage forecast, budget, and Purchase Orders, and invoicing
Drive and support training content development and delivery, including agent and customer facing knowledge center content
Support Weekly, Monthly, and Quarterly business reviews
Ensure partner workers are on-boarded with the correct tooling access/permissions
Work with IT and Infosec to ensure partner compliance with established security requirements
Work with Global Outsourcing to ensure periodic partner benchmarking is performed
Identify, elevate, and drive opportunities to improve partner worker engagement, operational efficiency, and customer effort reduction & clearly communicates progress of initiatives
Communicate qualitative and quantitative input from partner support channels
Work dynamically and cross-functionally to escalate and resolve issues and assist with developing and executing program requirements
Travel 25%
BA/BS degree
5+ years experience in customer-facing communications, community management, customer service, contact center management, and/or program management
1+ years experience managing a partner relationship focused on customer support operations
Experience developing and managing processes as part of a customer support operations team, working cross-functionally with internal teams and stakeholders
Experience running data analysis, including volume forecasting
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