Program Manager, Enterprise Support Operations
Meta

Enterprise Support & Technical Account Management team's mission is to deliver value for customers by providing strategic, personalized, and proactive technical support across Meta product priorities.We are building a world-class Enterprise Support organization focused on the success of businesses leveraging our suite of Meta products. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. Those who join our teams are very passionate about solving people's issues, and are strong advocates for our customers.The Program Manager, Enterprise Support Operations is responsible for optimizing processes with customer-facing vendors, understanding enterprise support requirements, and collaborating with cross-functional teams to enhance support workflows and deliver high-quality results at scale. This role is crucial for ensuring that enterprise clients receive top-tier support and that the support processes are continuously optimized for efficiency and effectiveness.

Program Manager, Enterprise Support Operations Responsibilities:

• Vendor Management: Evaluate vendors on customer-impacting support workflows and recommend improvements to deliver high quality results at scale.
• Business Reviews: Coordinate Quarterly Business Reviews with key vendors, design agenda templates, and manage follow-ups.
• Quality Assurance: Ensure vendor deliverables meet the standards expected by Enterprise Support teams using data and insights.
• Project Management: Break projects into manageable pieces, develop specifications, and deliver them successfully and timely.
• Strategic Influence: Use judgment, negotiation skills, and analytical talent to influence and accelerate the roadmap of team deliverables.
• Global Strategy Execution: Help scale the organization through ownership and execution of global strategy using strong governance and strong collaboration with cross functional stakeholders. Establish strong partnership with Sales and Go-To-Market teams to enable their success through regional business plans and enterprise support excellence.
• Tools: Utilize tools like Tableau, Salesforce CRM, and others for reporting and driving decisions.
• Operational Excellence: Act as the operational owner for global Enterprise Support and Technical Account Management team. Leverage quantitative and qualitative data to help shape operational initiatives to improve the customer support experience and drive operational efficiencies.

Minimum Qualifications:

• 3+ years of driving end to end delivery, and communicating results to leadership experience
• 3+ years of driving operational improvements experience in a customer support, account management or Go-To-Market environment
• Experience monitoring or managing contractor program performance, including the management of and reporting on operational performance targets. Working with vendors to execute and deliver on expectations including, but not limited to, workflow coverage, utilization, output/productivity and quality
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules
• Experienced communicator with the proficiency to clearly explain complex operational concepts to a variety of audiences including leadership
• Experience with communication skills, including development of presentations
• Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action

Preferred Qualifications:

• BA/BS Degree in a quantitative and/or science discipline
• 4+ years of program and/or project management experience, managing (internal & external) stakeholders at a variety of organizational levels
• Strategic thinking and Go-To-Market experience highly desirable

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