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Meta Partner Manager, Global Operations in Des Moines, Iowa


Facebook is seeking an experienced Partner Site Manager to run Outsourcing Site Operations and to manage vendor relationships. This is a unique opportunity to work with a wide variety of internal teams providing scalable outsourcing solutions. Through ensuring high performance on existing programs and help facilitating transition of new programs, you will have a strong impact on the company's growth. Candidates are required to have partner management and consultative experience in the outsourcing environment, with communication and large-scale operation management skills. This includes a solid understanding of the outsourcing landscape, and comprehension of the Legal, Financial and Technical components of outsourced programs is expected.

Required Skills:

Partner Manager, Global Operations Responsibilities:

  1. Ensure program success through strong performance management of KPIs (Productivity, Quality, Wellness etc.)

  2. Hold site accountable to and help a set clear path towards operational excellence

  3. Ensure adherence to budget and accurate financial accounting of vendor partner production, training and pass through expenses

  4. Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations

  5. Ensure vendors are meeting or exceeding Facebook Commitment of support, promoting excellence in rep support/wellbeing

  6. Clearly and succinctly articulate site performance and any remediation plans to an executive level

  7. Coordinate a team of cross functional partners responsible for driving improvement in an assigned area (Markets, Quality, Training, etc.)

  8. Provide operational oversite and serve as approval point for Facebook driven, site level initiatives, coaching team members as needed

  9. Ability to manage multiple responsibilities simultaneously and effectively and efficiently prioritize and meet deadlines

  10. Represent Facebook in vendor site and channelize internal Facebook culture in the site’s operation and people leadership landscape

  11. Host focus groups onsite with various roles and levels to create an engaging environment which fosters feedback and transparency with close loop communication to the reps

  12. Demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. hiring, floor management, workload prioritization, skilling, etc.)

  13. Be the point of contact for the vendor by engaging, influencing and mobilizing Facebook cross-functionals to solve blockers, advocating for prioritization based on Community impact

  14. Drive customer experience initiatives in vendor sites

  15. Manage complex vendor and internal stakeholder relationships

  16. Prioritize and deliver timely, high quality data driven work

  17. Willingness to travel required for this role

Minimum Qualifications:

Minimum Qualifications:

  1. 8+ years of experience managing outsourced vendor relationships

  2. Operations Management, Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders

  3. Outsourcing experience and knowledge of outsourcing landscape including legal, financial, administrative and technology components of outsourcing

  4. Experience with large scale operations working across or coordinating with multiple domains and business units

  5. Expert in BPO, Shared services and contact center best practices for Operations Management

  6. Experience working as part of a global, cross-functional team and working with all levels

  7. Analytical and Budget Management experience

  8. Experience thinking outside the box, multi task and work well under pressure, to identify issues and work to resolve them in partnership with business leaders

Preferred Qualifications:

Preferred Qualifications:

  1. Demonstrated experience performing well in a highly dynamic, rapidly changing environment

  2. Flexible, adaptable, proactive and self-motivated

Industry: Internet

Equal Opportunity: 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