Join our team in addressing one of the most critical business enablement challenges globally. We're dedicated to empowering advertisers to maximize their use of Meta's platform by delivering seamless support experiences on our most popular business tools, including Ads Manager and Meta Business Suite.
The role is to drive High Touch Support Assignment part of Remediation, dedicated to delivering exceptional customer experiences through efficient remediation solutions. Our mission is to empower advertisers with seamless issue resolution, driving satisfaction and loyalty while optimizing operational efficiency.
This pillar is a critical component of our CI&S strategy, focusing on delivering world-class support to advertisers. This pillar comprises three teams:
* Case Journey Experience: Deliver a streamlined support experience throughout the case lifecycle, and pairing customers with expert agents who drive increased satisfaction and resolution.
* Diagnosis and Routing: Focuses on developing and implementing advanced diagnostic tools and routing systems to ensure that cases are directed to the right teams, minimizing resolution times and maximizing efficiency.
* Communication and Channels: Concentrates on creating personalised communication strategies and leveraging multiple channels to engage with customers and maximise Resolution and effiency.High Touch Support Assignment Responsibilities
- Oversee multiple teams, each focused on delivering efficient remediations
- Ensure that teams are aligned with the overall business strategy and technical vision
- Scale leadership and team growth, hiring and developing top talent to drive self-service innovation
- Facilitate effective communication and collaboration across teams and departments
- Delegate authority and decision-making to empower teams to take ownership of their success
- Focus on broader organizational concerns, such as cross-team collaboration and high-level strategy
- Diagnose and troubleshoot complex issues, making recommendations to solve them
- Maintain a high bar for performance and hold managers accountable for managing low performers
- Ensure that teams deliver high-quality engineering craft, strategically investing in efforts to improve engineering efficiency and product quality
- Influence the design of strategy and roadmap within your scope, using team insights to set and prioritize long-term goals
- Leadership and People Management:
- Manage and develop other managers, ensuring they are effective in their roles
- Mentoring and coaching, helping team members grow and succeed
- Experience in handling complex organizational issues and driving solutions through other managers
- Strategic Thinking and Execution:
- Align team goals with broader business objectives and drive execution
- Decision-making skills, balancing short-term and long-term goals
- Manage multiple teams and large-scale projects, ensuring alignment and efficiency
- Proficiency in building and maintaining relationships across different teams and departments
- Influence and gain trust from leadership and peers
- Experience in resolving cross-functional conflicts and fostering collaboration
- Skills in designing team structures and ensuring the right composition for success
- Build a leadership bench and develop talent within the organization
- Focus on maintaining organizational health
- Understanding of the technical landscape and engage in technical discussions
- Oversee technical projects and ensure high-quality outcomes
- Willingness to take smart risks and innovate within the organization
- Identify and capitalize on new opportunities for growth and improvement
- Active involvement in initiatives that enhance company values
- Advanced Communication Skills:
- Communicate effectively with various stakeholders, tailoring messages to different audiences
- Skills in presenting complex ideas clearly and persuasively
- Adaptability and Open-Mindedness:
- Openness to feedback and willingness to adapt to new situations and challenges
- Learn from mistakes and continuously improve
Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.
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