Manager, Business Product Specialists

Intro: 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.Summary: Facebook is seeking a leader to manage Business Product Specialists within the Product & Service Operations (PSO) Global Product Services team.The PSO team helps businesses 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 advertisers 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 to drive product improvements and scale operations. PSO is made up of multiple teams that focus on alpha/beta product testing, operational and technical support for business products, data management, and scaling the process of measuring outcomes from Facebook media buys.The Business Product Specialist team focuses on scaled issue resolution for Facebook's Ads and Business products and advocates for advertiser to improve quality of our products. We partner closely with our Sales teams to give advertisers the best experience possible. And we rely on data and insights to work effectively with our Engineering and Product teams to build processes, techniques and tools and recommended improvements to our platform to reduce customer issues.This individual will be responsible for leading teams across multiple business verticals that cover key Product Areas. They will be responsible for supporting & managing the long-term strategy across business units, influencing and guiding the engagement and partnership strategy with key stakeholders, and identifying ways to drive greater efficiency in our scaled operation through tools, process and automation. This individual will lead teams towards setting ambitious goals and ensure we maintain the right balance between scaled technical support operations, driving impact through data insights, and meeting the service needs for end clients on our products.Candidates will be data driven, self-motivated, flexible to frequent changes and can think creatively to propose solutions and are passionate about problem solving. They will have led teams either directly or as an individual contributor with experience motivating, coaching and giving feedback to team members. This role requires organizational vision, exceptional influencing and motivating skills, strong communication skills, an analytical mindset, and a deep understanding of the advertiser experience. They will also be able to work successfully across teams and countries.Required Skills:

Lead a team by building vision, goals, KPIs, roadmaps to drive down resolution times, reduce product confusion for advertisers and improve product stability of advertising products

Lead a diverse team of Business Product Specialists across multiple offices and time zones. Provide mentorship, coaching and career development

Develop strong cross-functional partnerships across Facebook (Sales, Product, Marketing, Operational Teams, and Engineering)

Lead team in identifying trends and key insights to drive impact to team goals, including user experience, bottom-line revenue, and operational efficiency

Manage escalations from leaders and partner with different teams to drive issues to resolution

Define processes to support the Business Product Specialist team in gathering insights around ads product use, stability and performance

Build empathy and passion for the advertiser experience through partnership with Product and Engineering

Minimum Qualifications:

Bachelor's degree in an analytical field (such as Computer Science, Engineering, Mathematics, Statistics, Economics, Finance, or similar)

5+ years of experience in consultancy/analytics or related industries

1+ years management experience

Experience leading and developing teams

Experience working directly with Sales, Product and Engineering leadership, advertisers, agencies and other advertising partners

Knowledge of the advertising marketplace

Experience making data-driven business decisions

Experience communicating the results of analyses

Knowledge about problem solving and the potential for new solutions that online marketing has created

Experience working with global teams

Preferred Qualifications:

Experience in a start-up environment

Industry: InternetEqual 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 accommodations-ext@fb.com.