Strategic Initiatives Manager Enterprise Operations

Job Description

Enterprise Operations (EntOps) aims to be a world-class service organization that delivers customer and partner growth, retention and advocacy. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. People who join our teams are passionate about solving customer issues and are strong advocates for the broader Facebook suite of products and represent the Voice of Customer to our cross-functional partners. Our mission is to bring the strengths of Facebook and the power of community to support everyone at work. EntOps is part of the Global Operations org which manages the people and resources required to provide effortless support at massive scale to Facebook’s products and communities. If you like helping people, solving problems, and building things, EntOps is the place for you. EntOps is looking for an experienced and entrepreneurial Programme Manager to establish the Strategic Initiatives function for EntOps and help build out best-in-class program management capabilities for strategic initiatives aligned to the strategy. This senior manager role will report into the EntOps director. The role will help build best-in-class programme management and operations capabilities for strategic initiatives and help us scale the EntOps org. These programmes will require collaboration with various teams across Facebook for example other product groups, other teams within Global Operations, the Enterprise Engineering team etc. We need an experienced manager and influencer who can align cross-functional partners to ensure the best possible Support experience across our products. The role will initially focus on Workplace and WhatsApp Business API and scaling the customer and partner support operations for these products. We envision supporting additional Facebook Enterprise Apps over time. Both Workplace and WhatsApp Business API are growing extremely fast and require the team to be incredibly agile, innovative and find sustainable solutions to customer and partner support needs. Some international travel required. Strategic Initiatives Manager Enterprise Operations Responsibilities

• Establish and lead the Strategic Initiatives function within EntOps, bring the relevant team members into the team and define the scope and RACI model for the team
• Identify and scope critical strategic initiatives for the EntOps business, build requirements, secure resourcing, collaborate with & align cross-functional stakeholders, identify dependencies, reduce risks, and drive initiatives forward.
• Explore new strategic opportunities, inform the future project roadmap, help leadership prioritize by impact, deliver qualitative & quantitative analysis, and deploy a communications strategy
• Lead business planning such as: quarterly project planning, objective key results (OKRs), yearly financial planning, business reviews, and long-term strategy,
• Build trusted partnerships with global leads in Product, Engineering, Sales, Marketing, Finance, and Operations

Minimum Qualifications

• Extensive experience in consulting, strategy, or project management in high-tech environment
• Successful track record of managing teams of ICs and managers
• mpeccable business judgment, along with a natural inclination to formulate hypotheses, design pilots, and use problem-solving techniques to evaluate solutions.
• Leadership, influencing and change management skills. Ability to leverage knowledge and skills across multiple ongoing projects and stakeholders to drive change, motivate others and deliver impactful outcomes
• Strengths in cross-functional collaboration with demonstrated expertise in driving complex projects with multiple stakeholders. Ability to facilitate ideation, scoping and planning sessions
• Excellent content creation, effective communication (written & verbal) and presentation skills with an ability to tailor to audiences from executive leadership to frontline agents
• Strong sense of ownership and action orientated. Ability to quickly understand the context, frame the problem and move to planning & execution, even in the face of ambiguity or uncertainty.
• Strong analytical skills and financial acumen.

Preferred Qualifications

• Expertise in SaaS or enterprise technologies
• Experience in operational excellence and process improvement methodologies like Six Sigma and Lean
• Certified experience in project management (ie Certified Project Manager (CPM), Project Management Professional (PMP), or other)

Locations Data Center About the Facebook company 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. Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] .