Product Program Manager

Product Program Manager, Customer Support Responsibilities:

• Responsible for managing multiple Support programs using agile best practices. This includes planning, coordinating with cross functional teams, tracking status and reporting, communicating to the project team and key stakeholders, and creating the appropriate program documents.
• Evaluate existing and future problem spaces through a comprehensive Meta lens, auditing similar problems in multiple places, to ensure Cross Meta Support (XS) solution development is universal and de-duplicated.
• Build playbooks and process channels to help Support scale across Meta and the multiple ever-expanding dimensions with minimal friction for partner teams.
• Drive standardized playbooks for identifying and closing gaps for Support experiences for new products and customer audiences.
• Scale playbooks by constantly driving efficiencies (e.g. reduce overhead, increase speed to execute).
• Develop Meta-wide playbooks for launching Support levers.
• Build close relationships with other highly cross-functional teams within Meta including, but not limited to Integrity, Family of Apps, Monetization, and Global Operations.
• Engage with Support (XS) teams ready to scale and mature capabilities on organization-wide initiatives and governance.
• Demonstrate strong understanding of the supported domain, design measurement methodology, and conduct deep analysis of the problem space.
• Select appropriate integrity metrics to measure the success of the program and highlight trends or themes from raw data.
  

Minimum Qualifications:

• 12+ years experience in program or project management
• Domain expertise in Customer Support such as: (1) Developing programs to increase customer satisfaction with the company's products and services, focused on customer retention and expansion, customer care, and issue resolution, (2) Defining, measuring and meeting key performance indicators (KPIs) in customer satisfaction programs that improve areas of external and internal weaknesses, (3) Designing and implementing Customer Satisfaction Surveys to monitor success and identify improvement areas and (4) Supporting product launches from discovery to implementation, in collaboration with Product Teams, CS stakeholders, and other go to market organizations.
• Track record of making risk based decisions.
• Expertise working in program management and experience supporting product development as a program manager.
• Experience with product development methodologies e.g. agile and product execution.
• Expert working knowledge of one or more program management methodologies (for example: agile).
• Experience evaluating data to understand trends and support decision making.
• Experience influencing and driving alignment amongst a wide stakeholder base, including: senior leaders, peers, technical, and non-technical stakeholders across roles across the company.
• Track record of operating independently, demonstrating creativity, being detail-oriented, and delivering results at a large scale.
• Self-directed, detail-oriented, with experience being a proactive problem solver.
  

Preferred Qualifications:

• Product Development related project management certifications e.g. Project Management Professional (PMP) or Certified Scrum Master (CSM).