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Facebook Head of Global Contact Center Operations (FRL) in Indianapolis, Indiana


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 the Global Contact Center Operations Manager at Facebook Reality Labs, you will be responsible for leading and driving global support operations strategy for internal service delivery teams, operations support, and external partner engagements. You are a seasoned leader with extensive experience in the customer support industry and understand internal and external operational dynamics intimately. You prioritize investing in the care and development of your team members and your experience in this area includes a history of successfully fostering leadership growth in your direct reports. You have a wealth of experience using data to support thought leadership and evangelize innovative solutions and approaches that are solidly rooted in delivering continuous improvement to customers through operational leadership and execution. You have a proven track record of building trusting cross functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast paced and extremely dynamic environment. Your ultimate goal is to build and lead a team who relentlessly focuses on increasing customer loyalty and advocacy by driving operational excellence at every turn.

Required Skills:

  1. You will manage a high-performing operations team covering a variety of workflows within the Customer Care function including but not limited to Escalations, Complaints, Social Media responses and external and regulatory enquiries.

  2. You are passionate about developing your team by providing mentorship, guidance and career development to team members.

  3. You will act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.

  4. You are mission driven and ensure that this is embedded and practiced daily in all activities, including establishing team goals, measuring progress and sharing results.

  5. You are key to shaping the vision of the team by ensuring your team operates in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.

  6. You are proactive

  7. identifying risks and opportunities in processes and policy, ensuring that all stakeholders are aware and understand the impact on day-to-day operations.

  8. Communicator with experience in reaching resolutions with both technical and non technical issues, ensuring that any impact is communicated cross functionally, at a global level.

  9. You have the ability to recognise the need for and lead through change management initiatives while maintaining and driving teammate engagement.

  10. You will build and maintain healthy relationships with key partners, acting as the link between operations and stakeholders, identifying opportunities that will improve both the customer and teammate experience.

  11. Be the advocate of the customer. Where the customer experience has failed, your priority will be to make the customer whole again, putting solutions in place to prevent this from impacting other customers in the future.

  12. You are an advocate for customer care, who will carry and drive the FRL customer focused culture with your colleagues and within your team.

  13. Superior judgement.

  14. Excellent follow up/follow through.

  15. Takes initiative.

  16. Analytical/Data Driven.

  17. Willing to take calculated risks.

  18. Implements creativity in problem solving.

  19. Collaborate with internal cross-functional teams and external partners (serves as the glue between the business and partner operations).

  20. Accountable.

  21. Practices “service leadership”.

  22. Relationship builder.

  23. Must be willing to travel (at minimum) 25%.

Minimum Qualifications:

  1. BA/BS degree

  2. 5+ years of experience of directly leading a multidisciplinary team and 2+ years experience of leading a recursive report management structure

  3. 10+ years of experience in customer-facing communications, community management, customer service, contact center management, and/or program management

  4. 5+ years experience specifically managing globally distributed, multiple support partner relationships focused on customer support operations

  5. Communication and active listening skills

  6. Proven team player/teamwork focus

  7. Experience developing and delivering presentation material to any audience size

Preferred Qualifications:

  1. Experience running data analysis, including volume forecasting

  2. Experience operating calmly and maintaining judgment in fast-paced environments

  3. Effective project management and communication skills

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal 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. Facebook 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