Customer Experience Program Manager
Facebook App

Job Info

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Enterprise Engineering Engagement delivers internal end-user technical support that drives productivity at Facebook. We are a dynamic, diverse and globally dispersed team of IT professionals. Our mission is to unlock every individual's productivity and to this end, we are undertaking an exciting transformation roadmap across our tooling and processes. We are seeking a Customer Experience Program Manager to define and drive effortless customer journeys as we progress our digital strategy transformation, with a focus on self-service, dynamic, and targeted "right channeled" solutions. This position will be responsible for leading CX improvement initiatives using human-centered, design thinking methodologies. This is a role focused on holistic, omni-channel experience design from concept to production. This person will be responsible for leading internal project teams and cross-functional "design sprint" teams to improve every stage of the end-to-end customer lifecycle. This role requires hands-on strategy formulation, sprint design and facilitation, journey and concept design, qualitative research and partnering on implementation.This role is also intended to inspire new thinking and bring a fresh perspective to facilitate more efficient and effective processes.You are an energetic, creative, and execution-focused individual responsible for driving programs, projects and milestones to achieve strategic goals. You believe every touchpoint with our organization is a chance to make the customer's experience remarkable. You will partner with user researchers to dive deeper into touchpoints to gain insights from the customer's unique perspective and champion opportunities across our services to consistently improve the Facebook employee experience. You know how to take an idea from concept through to execution, managing stakeholders, change, and risks to successfully deliver the program's impact. You have a proven track record of building trusting cross functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast-paced and extremely dynamic environment.

Customer Experience Program Manager Responsibilities:

• Lead the planning and execution of multiple, complex projects designed to drive the Transformation objectives and long-term Customer Experience strategy of Enterprise Engineering Engagement
• Create approach and partnerships to develop customer journey maps that will identify customer touchpoints and anticipate how customers will interact with our services
• Test new strategies for driving customer value, that if successful can be scaled to drive the future of customer engagement
• Continually review and evolve the collection of processes used to track, oversee and organize every interaction between the customer (Facebook employees) and Engagement throughout the lifecycle
• Develop listening posts and help measure the right CX metrics to gauge how performance of experience delivery is along key CX parameters. Analyze customer feedback and suggest improvements internally based on the insights gathered
• Evolve content management processes for both digital customer-facing content as well as tech knowledge base
• Assess and benchmark current performance and determine operational targets based on meeting and exceeding industry benchmarks
• Drive process improvements to ensure scalability, accuracy, standards, and data integrity
• Influence product/service roadmaps by sharing relevant insights to implement optimal solutions to thematic issues
• Consult in helping optimize product research and development, customer service, usability and user experience (UX) design
• Build and maintain healthy relationships with key partners, acting as the link between operations and stakeholders, identifying opportunities that will improve both the customer and tech experience
• Anticipate and manage risks, issues, and changes to the program and effectively communicate with stakeholders

Minimum Qualifications:

• 6+ years of experience in digital strategy focused on a customer experience and customer service operations program management
• 4+ years experience partnering with a globally distributed customer support operations
• Knowledge of guiding projects to create the customer journey/experience
• Demonstrated knowledge in program management methodology and techniques, performance evaluation and change management principles
• Data-driven individual with demonstrated aptitude for analytics that incite action
• Experience with delivering a user experience while streamlining processes
• Experienced and confident working with Senior Stakeholders and Executive teams
• Experience collaborating with internal cross-functional partners to drive results
• Self-starting, intellectually curious, and creative individual operating in ambiguity
• Operational process improvement experience
• Experience with analytics and data

Preferred Qualifications:

• Project management certification (e.g., PMI PMP)
• Experience operating calmly and maintain judgment in fast-paced environments
• Effective project management and communication skills
• Experience taking calculated risks

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.

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