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Quality Team Manager

facebook Meta

Facebook is the largest social media network, enabling over a billion users to openly connect with friends and family, share content, and discover the world.

Global Operations’ focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people’s issues and are strong advocates for the Meta community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. Scaled Operations (within Global Operations) manages the human expertise required for the integrity and experience of our community and business. If you like helping people, Global Operations is for you.The Quality Team Manager will be responsible for growing and managing a high-performing team of functional experts within the Global Operations Quality team. These experts review and label advertisements and other business content according to our advertiser policies and community standards to establish a source of truth to measure and provide insights on policy enforcement. You will then work with cross functional leaders in both Global Operations and product to influence the development of policies, protocols, technology, and training that directly impacts the experience of Meta’s global network of business partners.This leader must have exceptional people management, process optimization, and influencing skills. This leader will provide strategic direction, coaching, and mentorship to a diverse team and create an exceptional culture of excellence.

Quality Team Manager Responsibilities:

  • Manage, coach, and motivate a dedicated team of expert contractors
  • Oversee hiring and onboarding processes
  • Promote agent engagement and create an exceptional team culture
  • Identify key performance drivers that affect goals and implement corresponding action plans
  • Prepare and evaluate contractor performance reports
  • Identify and resolve efficiency issues
  • Drive the optimization of team processes
  • Oversee implementation of resiliency support programs for all team members
  • Act as the Subject Matter Expert on team specific work

Minimum Qualifications:

  • 3+ years of direct people leadership experience managing high performing teams
  • 5+ years related experience. Related experience can include: Customer Service, Call Center Management, Operations Management, Relationship Management, etc.
  • Communication, interpersonal, and presentation skills
  • Experience to easily build relationships and adjusts communication style to audience
  • Experience in driving change and delivering complex initiatives across multiple stakeholders
  • Experience to quickly understand business context, frame a problem, align stakeholders to a solution, and lead implementation

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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Quality Team Manager

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Meta

Facebook is the largest social media network, enabling over a billion users to openly connect with friends and family, share content, and discover the world.

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