• Premier Partner Support Project Specialist

    Meta (Sunnyvale, CA)


    Summary:

    Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services 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. To apply, click “Apply to Job” online on this web page.

    Required Skills:

    Premier Partner Support Project Specialist Responsibilities:

    1. Act as a liaison between Meta and its partner customers to facilitate product and service delivery.

    2. Develop and share deep expertise on a range of Facebook and Instagram products.

    3. Become an expert in the support experience for Partners

    4. understand and resolve their inbound product questions and issues.

    5. Respond to Partner inquiries or escalations with high quality, speed, empathy and accuracy

    6. communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution.

    7. Investigate escalations from internal stakeholders, including but not limited to executive team members, directors, partner managers

    8. lead respective escalations to resolution and report on root causes, product performance issues, or other complexities in operations.

    9. Identify trends and develop solutions to optimize team workflows, introduce new processes and improve partner experience.

    10. Effectively plan and execute team-wide projects to further our mission and improve Partner experience while liaising with cross-functional partners to move these initiatives forward

    11. and play an active role by contributing to improving policies, product, process, and support system solutions.

    12. Monitor and track metrics & KPIs while driving adherence to Service Level Agreements across relevant domain focus, eg Rights Management, Policy, or Monetization.

    Minimum Qualifications:

    Minimum Qualifications:

    13. 36 months of experience in the job offered or in a related occupation

    14. Experience must include 36 months involving the following:

    15. Investigative analysis techniques including A/B testing, troubleshooting, and pattern recognition

    16. Vendor coordination with focus on customer service and turnaround time

    17. Quality testing large volumes of escalations against scorecard

    18. Scorecard A/B testing for relevance and adaptability

    19. Defect and ticket ingestion, tracking, and resolution

    20. KPI and metric tracking across multiple support channels

    21. Copyright investigation with focus on fraud monetization

    22. Working in an online operations, technical support, or product support environment and

    23. Communicating, collaborating, and influencing internal and external cross-functional partners

    Public Compensation:

    $176,799/year to $192,170/year + bonus + equity + benefits

    **Industry:** Internet

    Equal Opportunity:

    Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

     

    Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].