As the Customer Service Operations Manager at Meta Reality Labs you will lead internal teams across policy, procedure and operations to deliver contact center excellence at all touch points and play a supporting role in the successful management of external partner engagements. You are a strong leader with extensive experience in the customer service industry and understand internal and external operational dynamics intimately. You prioritize investing in the care and development of your team members and your experience in this area includes a history of successfully fostering leadership growth in your direct reports. You have a successful track record of using data and insights to drive and implement to drive efficiency, productivity, and operational improvements that lead to improved customer outcomes. You’re a pro at leading a team to navigate through the most sensitive, ambiguous, and time sensitive customer facing emerging issues. You have experience building trusting cross functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast paced and extremely dynamic environment - all the while motivating and developing your team to do the same. Your ultimate goal is to build and lead a world class team who relentlessly focuses on increasing customer loyalty and advocacy through the power of their direct customer interactions and cross functional influence.

Customer Service Operations Manager, Reality Labs Responsibilities:

• Creating and maintaining a culture of excellence within the Contact Center that inspires vendors to do their best work.
• Manage a high-performing team covering escalations, emerging issues management, and external and regulatory enquiries.
• Develop team by providing mentorship, guidance and career development to team members.
• Act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.
• Ability to communicate effectively with experience in reaching resolutions with both technical and non technical issues, ensuring that any impact is communicated cross functionally, at a global level.
• Collaborate with internal cross-functional and external partners (serves as the glue between the business and partner operations).
• You are mission driven and ensure that this is embedded and practiced daily in all activities, including establishing team goals, measuring progress and sharing results.
• This individual is key to shaping the vision of the team by ensuring your team operates in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.
• Proactive and able to identify risks and opportunities in processes and policy, ensuring that all stakeholders are aware and understand the impact on day to day operations.
• Be the spokesperson of the customer. Where the customer experience has failed, your priority will be to make the customer whole again, putting solutions in place to prevent this from impacting other customers in the future.

Minimum Qualifications:

• BA/BS degree or equivalent contact center professional experience
• 3 years of experience of directly leading a globally distributed support team
• 5 years of experience in customer-facing communications, customer service, contact center management, and/or program management
• 5 years experience engaging with and supporting a globally distributed supplier partnership focused on customer support operations

Preferred Qualifications:

• Lean Six Sigma Certification.
• COPC Certification
• Effective project management and communication skills.

Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta 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.