Product Operations Manager Responsibilities:

• Operate as a product and process expert in the business areas & pillars
• Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support product support operations
• Monitor the effectiveness of the Managed Service Provider (MSP) supporting Enterprise Products key workstreams (Finance/Supply Chain/People/Reality Labs) and make recommendations for improvement
• Hold MSP accountable to contracted scope and agreed SLAs, ensuring any SLAs missed are addressed with a comprehensive mitigation plan
• Work with the MSP and Meta Engineering Managers/Application Managers to improve MSP knowledge of internal Meta products and level up support
• Create complex dashboards for operational insights from various Meta internal tool
• Attend Weekly/Monthly/Quarterly governance meetings with the MSP, challenging the norm and striving for excellence
• Track and contribute to MSP’s continuous service improvement from an operational perspective
• Act as primary escalation point for MSPs/ Enterprise Product Leads and manage/coordinate the resolution of issues or complaints
• Develop key relationships and communication with MSP Service Delivery Managers, and key Enterprise Products Leads
• Act as the POC when it comes to the transition of additional scope to MSP - support and coordinate through the transition lifecycle
• Change management, implementing new processes and driving continual service improvements
• Collaborate with Release Managers, supporting your Pillar, and contribute to monthly Operations Review meetings reporting out on MSP performance
• Give input to Release Management reporting including Production Reviews dashboards and MSP Scorecards
• Responsibilities may be extended to include other areas of Product Operations / Release Management and the successful candidate will need to skill-up to have a working knowledge of these areas

Minimum Qualifications:

• 5 years of experience managing production operations and large Manage Service Providers (MSP)
• Experience in delivering large scale MSP transitions
• Experience of Service Management and Product Operations disciplines, processes, concepts and best practices
• Experience in managing and delivering a successful MSP project, consistently meeting or exceeding SLAs
• Bachelors degree in business, technical discipline or relevant experience

Preferred Qualifications:

• ITIL Certification and experience operating within the ITIL process framework.
• Experience leading and supporting Service Delivery teams
• Experience conducting deep analyses
• Experience using critical thinking/problem solving, leveraging data to articulate problems, develop recommendations, and measure performance

About Meta:Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

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