Program Manager, AI and Self Support Operations
Meta is seeking a Program Manager to join our AI and Self Support Operations team who is passionate about Generative AI (GenAI) and providing a world-class client experience across Meta's family of apps. The AI and Self Support team within Global Operations is responsible for the strategic deployment of GenAI that drives operational efficiency and customer satisfaction for Meta's global customer base. We think in customers' shoes and strive to solve problems at the root. We value innovation, ownership & accountability. The ideal candidate will have a proven track record in the strategy, setup, execution, and management of scalable programs.
Responsibilities
Lead programs that focus on deploying Artificial Intelligence (AI) to make operations more efficient across Global Operations. Drive impact through exceptional communication skills, leadership, knowledge sharing, scalable processes, and operational expertise. Communicate proactively to cross-functional partners, prepare formal recurring communications, and present to people at all levels of the organization. Synthesize complex information and context and draw connection points across multiple teams to provide recommendations on strategy and drive operations and execution. Diagnose and improve Meta’s integrity and/or customer support processes, products and teams and drive recommendations for process, policy and product improvements. Influence organizational roadmaps to tackle the company's most impactful opportunities that support our customers and improve reviewer/agent experiences. Track and analyze key operational metrics to understand the support ecosystem that builds a feedback loop into better supporting our customers and help determine where to focus optimization efforts. Apply critical thinking and judgement regarding support needs across multiple competing priorities. Minimum Qualifications
5+ years of experience in a project management, customer experience, customer success, management consulting, operations or similar strategic role. 2+ years of experience doing business process analysis. Experience leading global projects. Experience leading relationships across large stakeholder groups. Experience with executive communication and synthesis of complex or technical concepts to non-technical partners and leadership audiences to influence the strategy of those teams. Demonstrated experience managing deadlines under pressure, prioritizing and managing multiple projects simultaneously. Preferred Qualifications
BA/BS/BBA degree or international equivalent. MBA or Masters in an equivalent field. Experience in a rapidly changing tech, support or startup environment. Subject Matter Expertise in one of the following will be an added advantage: Workflow set up and configuration including documentation of processes and procedures. Operational requirements gathering and prioritization. Process improvement implementation (or establishing) operational processes. Generative AI (GenAI). Customer Support. Platform Integrity. About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps 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. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics. Equal Employment Opportunity and Affirmative Action
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, 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. Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@meta.com. Apply for this job. Take the first step toward a rewarding career at Meta.
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Lead programs that focus on deploying Artificial Intelligence (AI) to make operations more efficient across Global Operations. Drive impact through exceptional communication skills, leadership, knowledge sharing, scalable processes, and operational expertise. Communicate proactively to cross-functional partners, prepare formal recurring communications, and present to people at all levels of the organization. Synthesize complex information and context and draw connection points across multiple teams to provide recommendations on strategy and drive operations and execution. Diagnose and improve Meta’s integrity and/or customer support processes, products and teams and drive recommendations for process, policy and product improvements. Influence organizational roadmaps to tackle the company's most impactful opportunities that support our customers and improve reviewer/agent experiences. Track and analyze key operational metrics to understand the support ecosystem that builds a feedback loop into better supporting our customers and help determine where to focus optimization efforts. Apply critical thinking and judgement regarding support needs across multiple competing priorities. Minimum Qualifications
5+ years of experience in a project management, customer experience, customer success, management consulting, operations or similar strategic role. 2+ years of experience doing business process analysis. Experience leading global projects. Experience leading relationships across large stakeholder groups. Experience with executive communication and synthesis of complex or technical concepts to non-technical partners and leadership audiences to influence the strategy of those teams. Demonstrated experience managing deadlines under pressure, prioritizing and managing multiple projects simultaneously. Preferred Qualifications
BA/BS/BBA degree or international equivalent. MBA or Masters in an equivalent field. Experience in a rapidly changing tech, support or startup environment. Subject Matter Expertise in one of the following will be an added advantage: Workflow set up and configuration including documentation of processes and procedures. Operational requirements gathering and prioritization. Process improvement implementation (or establishing) operational processes. Generative AI (GenAI). Customer Support. Platform Integrity. About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps 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. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics. Equal Employment Opportunity and Affirmative Action
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, 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. Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@meta.com. Apply for this job. Take the first step toward a rewarding career at Meta.
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