Client Experience Manager

Facebook - Menlo Park, CA4.2

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.
The SMB team contributes directly to this mission by connecting every small business in the world with their customers on Facebook and then helping them grow through solutions like pages, advertising, and messaging. We succeed when we help our customers grow their business.
The SMB team at Facebook is one of two sales channels responsible for Facebook’s multi-billion dollar advertising business. Our team specifically manages more than 99% of Facebook’s 5 million advertisers. And our potential business is even larger with more than 65 million active SMB pages on Facebook. We’re just getting started.
The SMB team is seeking a Client Experience Manager who understands and represents the voice of customer to improve processes and key metrics with end customer in mind. This role will be responsible for defining, building, and executing customer centric strategies to deliver high-quality interactions and loyalty with our advertisers. In this role, you are able to advocate for customer experience as you collaborate and influence cross-functional partners in the prioritization process, and advance systems and processes in the customer journey.
The ideal candidate has a strong background in managing customer experience initiatives and driving solutions to improve systems and processes with the end-customer in mind. Ideal candidates will combine high empathy for sales and service team members, while advocating for voice of customer; a keen eye for identifying process and workflow improvement opportunities; exceptional ability to drive results in collaborative, multi-stakeholder environments; rigor planning and flawless execution; and a willingness to roll up their sleeves and execute the tactics. Success in this position requires strong critical-thinking and problem-solving skills; the ability to thrive in a dynamic and changing environment; and ability to influence business leaders and cross-functional partners.
This is a full-time position based in our Menlo Park HQ.
Drive the design, execution, and evolution of the SMB Customer Experience strategy
Develop a vision for the customer journey, including a plan to identify key moments of truth across all aspects of the customer experience
Develop a deep understanding of and represent the voice of customer by identifying key opportunities and solutions that help customers achieve and exceed their goals and objectives
Act as a change agent by influencing business leaders to take a more customer centric approach as part of prioritization of strategic priorities
Define and drive adoption of customer centric metrics to enable us to measure and evaluate impact of customer experience initiatives and overall business outcomes
Collaborate with Global CX team to design, implement and lead key programs to operationalize CX strategies
Partner with Regional Operations team to drive the quality assurance strategy, design customer engagement tactics, and enable high-quality interactions that meet compliance and business requirements
Improve operational efficiency and performance through holding our clients’ interactions to a high-quality
Define and manage governance over change and functional enhancement of processes and platforms as it relates to customer experience
Participate on cross-functional teams for key CX projects and help guide initiatives to achieve desired outcome
7+ years of experience in business operations, process redesign, or consulting role, in a Sales or Customer Service context
Bachelor’s Degree or equivalent experience
Experience leading customer experience and process improvement initiatives
Experience establishing shared goals and drive alignment across multiple stakeholders
Problem solving and analytical experience in providing practical business insights
Experience prioritizing and helping others understand the decisions
Experience in project managing the end-to-end delivery of process redesign or systems implementation
Knowledgeable of tools and techniques for process improvement (i.e., process mapping, analysis, and redesign)
Experience with Customer Journey Mapping
Ability to shift priorities quickly, while maintaining a high degree of organization and control
Experience developing and operationalizing Customer Experience/Voice of Customer strategies in call center operations
Experience in change management
Experience working with or in support of diverse communities
Demonstrated leadership and people management experience