Partner Manager, Global Partner Operations

Responsibilities

• Ensure program success through strong performance management of KPIs (Productivity, Quality, Wellness etc.)
  
  
  
  
• Hold site accountable to and help set clear path towards operational excellence.
  
  
  
  
• Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations.
  
  
  
  
• Ensure vendors are meeting or exceeding Facebook Commitment of support, promoting excellence in rep support/wellbeing
  
  
  
  
• Clearly and succinctly articulate site performance and any remediation plans to an executive level
  
  
  
  
• Coordinate a team of cross functional partners responsible for driving improvement in an assigned area (Markets, Quality, Training, etc.)
  
  
  
  
• Provide operational oversite and serve as approval point for Facebook driven, site level initiatives, coaching team members as needed
  
  
  
  
• Ability to manage multiple responsibilities simultaneously and effectively and efficiently prioritize and meet deadlines.
  
  
  
  
• Represent Facebook in vendor site and channelize internal Facebook culture in the site’s operation and people leadership landscape
  
  
  
  
• Host focus groups onsite with various roles and levels to create an engaging environment which fosters feedback and transparency with close loop communication to the reps
  
  
  
  
• Demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. hiring, floor management, workload prioritization, skilling, etc.)
  
  
  
  
• Be the voice of the vendor by engaging, influencing and mobilizing Facebook XFNs to solve blockers, advocating for prioritization based on Community impact
  
  
  
  
• Drive customer experience initiatives in vendor sites
  
  
  
  
• Manage complex vendor and internal stakeholder relationships
  
  
  
  
• Prioritize and deliver timely, high quality data driven work
  
  
  
  
• Willingness to travel required for this role
  
  
  
  

Minimum Qualifications

• 5+ years of experience managing and driving operational performance, supporting operations excellence, consulting or related field
  
  
  
  
• Operations Management, Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
  
  
  
  
• Experience with large scale operations working across or coordinating with cross functional teams like training, quality, workforce management, program management, engineering and product teams
  
  
  
  

Preferred Qualifications

• Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
  
  
  
  
• Flexible, adaptable, proactive and self-motivated
  
  
  
  
• Outsourcing experience and knowledge of outsourcing landscape including legal, financial, administrative and technology components of outsourcing
  
  
  
  
• Experience in BPO, Shared services and contact center best practices for Operations Management
  

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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.