- Remote (must be UK based)
- £105k plus bonuses
- Start date:
- Posted By:
- Shana Hector
- 12 months FTC can go 22 months
Product and Service Operation's mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. Solving problems is at the core of what we do. We think in customers shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership & accountability. We ultimately help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable support processes. Our unique position at the intersection of product and service allows us to partner with teams across Facebook to drive our business forward by representing the voice of the community and combining quantitative with qualitative signals to drive product launches, improvements and scale operations. We work closely with our cross-functional partners in Sales & Product, leveraging the data and insights we are uniquely positioned to gather, to enable the businesses to thrive.
This team is passionate about fostering the growth of communities, businesses and advertisers on our platform by ensuring they have the tools needed to succeed. We are constantly seeking to improve the experiences they have have by implementing in-product solutions to better serve their needs at scale and enhancing customer support operations when they need higher touch support.
This strategist position will be challenged with managing our EMEA Government, Politics and Non-Profits Service program and support experiences while also identifying innovative ways to solve problems upstream and scale our operations. You will leverage relationships with many teams including Partnerships, Operations & User Research to help craft a unified vision of the biggest opportunity areas to improve the experiences of our stakeholders and afterwards see that this vision is carried out. To be successful, you will have to have strong program and project management skills as well as be comfortable diving into the world of big data, synthesizing relevant trends and implementing identified solutions. This position is located in our London office.
Develop compelling data-backed analyses on ways to improve the customer experience—looking primarily at operational improvement opportunities
Inform, influence, and execute new processes based on sound analysis and impact metrics that lead to improvements in efficiency and quality of support
Conduct in-depth investigations to identify and understand trends through leveraging data patterns and soliciting qualitative feedback from users
Effectively communicate relevant insights around feedback, challenges, and roadblocks to appropriate stakeholders that influence and drive their roadmap prioritization
Collaborate with peer Program Managers and Operations within vendor support teams to develop multi-faceted solutions to fix problems at scale at all stages of the product life cycle
Provide active management of programs such as escalation management support and working with local stakeholders on program education
Driving awareness of PSO service programs, ensuring adoption of services with relevant stakeholder
4+ years experience with program management, customer service, marketing, and/or operations
Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues
Able to work/build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals
Experience defining and tracking metrics
Ability to implement processes and programs that improve product or operational performance
Experience initiating and driving projects to completion with minimal guidance
Experience leading data-driven projects and communicating the results of analysis and insights to technical and non technical audiences
Masters Degree or MBA
Knowledge of statistical analysis and tools such as SQL or Excel are an advantage
Experience with delivering programs through outsourced vendor partners
Understanding of digital advertising marketplace and competitive ad products, as well as the implementation, tracking and design of experiments (A/B testing)
Experience working with or in support of diverse communities
Our Client is the largest social media company in the world. They have substantial B2B and B2C advertising and media platforms, as well as a nonprofit initiative. With the mission of bringing people together, they now boast over 2 billion users, and are rapidly developing as they influence the world around us.
We want to make a world of difference, so it matters to us that we hire differently. Aquent is dedicated to improving inclusivity and is proudly an equal opportunities employer.