Product Operations Manager
Meta

Job Info

Meta's Enterprise Products team is responsible for building user-friendly, scalable, and robust enterprise applications. Meta is seeking an experienced Product Operations Specialist with a strong background in driving operational excellence, particularly for production support. The ideal candidate will have a hands-on approach to ensuring rigor and standards are adhered to in all aspects of the role. The candidate will also have strong working experience with a Managed Service Provider (MSP).Reporting to the Manager of Release Management, the Product Operations Specialist will be responsible for ensuring the continued performance of our production support environment and MSP Program.

Product Operations Manager Responsibilities:

• Manage and oversee the performance of MSPs supporting Enterprise Products key workstreams ensuring they meet contracted scope and agreed SLAs.
• Leverage your experience in production support to identify areas for improvement and drive the implementation and governance of best practices and standards.
• Use data analysis and impact metrics to inform and influence new strategies and tactics that improve product support operations.
• Develop and maintain strong relationships with MSP Service Delivery Managers and key Enterprise Products Leads to ensure effective collaboration and communication.
• Act as primary escalation point for our Production Support program and manage/coordinate the resolution of issues or complaints.
• Collaborate with Product Operations partners and contribute to monthly Operations Review meetings.
• Attend and lead the Weekly/Monthly/Quarterly governance meetings with the MSP, challenging the norm and striving for excellence.
• Continuously monitor and track the performance of our Production Support environment, providing recommendations for improvement and driving continuous service improvement initiatives.
• Become the main POC when it comes to the transition of additional scope to MSP - support and coordinate through the transition lifecycle.
• Proven ability managing change, implementing new processes and driving continual service improvements.
• Responsibilities may be extended to include other areas of Product Operations / Release Management and the successful candidate will need to up-skill to have a working knowledge of these areas.

Minimum Qualifications:

• 8+ years of experience managing production support, MSPs, and operations
• Experience in managing and delivering a successful Managed Service Provider program, consistently meeting or exceeding SLAs
• Experience in delivering large scale Managed Service Provider transitions
• Experience in leading and supporting Service Delivery teams
• Experience of Service Management and Production Support disciplines, processes, concepts and best practices
• Work effectively in a fast-paced and dynamic environment
• Analytical, problem-solving, and decision-making skills
• Bachelors degree in business, technical discipline or relevant experience

Preferred Qualifications:

• ITIL Certification and experience operating within the ITIL process framework.
• Experience conducting deep analyses
• Experience using critical thinking/problem solving, leveraging data to articulate problems, develop recommendations, and measure performance
• Strong communication and interpersonal skills

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