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Meta Operations Systems Program Manager in Boston, Massachusetts


Meta's Learning Shared Services team is seeking an Operations Systems Program Manager to optimize operational processes, workflow tooling, and data collection. The ideal person exhibits curiosity, attention to detail, collaboration, and a passion for efficiency and data-driven decision making. We’re looking for an execution-focused individual who can look at the big picture from internal customer experience, technology, and business need perspectives and translate it into efficient, scalable, robust operational systems & workflows that improve experiences for end-users and the service delivery team.

Required Skills:

Operations Systems Program Manager Responsibilities:

  1. Leverage business and operational process acumen to guide stakeholders in defining needs and evaluating requests for service management tool updates, new metrics, and additional services

  2. Identify and manage continuous improvement opportunities, including leveraging data and feedback to identify, evaluate, and prioritize opportunities, and aligning with cross functional teams to design and deliver solutions

  3. Build, maintain, and communicate operations systems roadmap and metrics library

  4. Plan and manage transition of legacy service workflows to Service Cloud

  5. Ensure operations workflows and systems capture data needed to measure relevant, accurate metrics

  6. Liaise with partners & customers for coordinating work, setting priorities, and handling escalations

  7. Partner with operational and data teams to help evaluate and refresh, where applicable, SLAs and KPIs

  8. Partner closely with cross-functional operational leaders to assess new areas of opportunity and comprehensively integrate the newly developed templates and tools into day-to-day operations

Minimum Qualifications:

Minimum Qualifications:

  1. Experience with advocating for efficient solutions, pressing for prioritization over “let’s do it all right now”, and an interest for making real, sustainable commitments over nebulous promises

  2. Fluent experience in operational data metrics & acronyms

  3. Expertise & interest to accelerate our migration to a data-driven organization, including processes & tooling designed to efficiently capture operational data

  4. 5+ years of HRSM or ITSM Operations experience, with experience designing & managing back-end processes and programs to support the employee experience

  5. Experience providing customer service and continuous improvement of processes & tools

  6. Demonstrated experience in initiating and driving projects to completion with minimal guidance - Self-starter and fast learner

  7. Experience planning and align with cross-functional partners to create a consistent employee experience

  8. Experience to balance time & energy between planned project work & unplanned escalations, incidents, and changes in direction

  9. Excel savviness, including creating pivot tables, VLOOKUPs, and charts/graphs partnered with analytical and problem solving experience

Preferred Qualifications:

Preferred Qualifications:

  1. CSOD or other SaaS LMS administration experience

  2. Experience with HR processes and procedures

  3. Experience working with vendor workforce

  4. Salesforce Service Cloud or ITSM case management tool experience

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