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Job Details:
Position Name : Global Head of Meta Business Help Center
Location: Menlo Park, CA
Job ID : d731d7e61ac69f21
Description : The goal of the Meta Business Help Center team is to support business customers of all sizes in leveraging the Meta family of apps and services to grow their businesses. Our team is entrepreneurial-minded and dedicated to delivering the most effective experiences for our advertisers and partners – guiding them through how to troubleshoot ads, manage accounts, monetize content and maximize reach to achieve their business goals.
Work across the company with leaders and experts from multiple disciplines to understand, characterize and build a shared vision around content and support needs.
Lead the strategy for the design, development, and prioritization of high-quality, impactful help center content for varying domestic and international markets.
Develop an overall support philosophy and content strategy based on the latest innovation and technology in the industry.
Deploy the content strategy globally and identify KPIs and metrics to determine success and areas for growth.
Provide the direction, vision, motivation, and leadership for achieving an audience-focused and performance-driven culture supporting impact, innovation and excellence in help center support.
Establish strong cross-functional relationships across the product, marketing, and training teams to develop a scalable, global, and integrated program that showcases the best of Meta and meets the needs of a variety of channel partners.
Lead the team to establish methodologies, standards, processes, and best practices to ensure all content is consistent, up-to-date, re-usable across multiple channels and aligned with business priorities.
Build a culture of strong operational excellence, develop business cases, and gain leadership alignment for tooling solutions that increase team efficiencies.
Partner with the translations team and regional language managers to develop strategies for varying market needs and that drive business efficiencies.
Active Meta Blueprint Certification
10+ years content development and strategy management experience
Experience leading and growing an experienced, distributed team, providing guidance and developmental feedback and coaching
Leadership, interpersonal communication, and problem-solving experience
Project management experience delivering large-scale and/or multiple projects concurrently including, but not limited to, scoping and prioritizing projects, overseeing project plans, and identifying critical paths and stakeholders
Experience with influencing and gaining alignment from senior leadership stakeholders
Experience creating business cases to improve operational efficiencies and implementing and scaling programs and tooling solutions
Experience working with CMS functionalities and capabilities, operations and customer support data and tools, legal and privacy risks, and metrics that track true business impact
Consulting, relationship management and advocacy experience
Experience advocating for, analyzing and encouraging teams to act on customer, third-party, and market insights and usage data
Experience developing, implementing, and managing online content solutions
Experience with digital marketing, advertising and monetization
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 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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