Meta is seeking a leader to manage the Support Operations team within the Global Operations organization. The Support Operations organization plans and manages the human production workflows necessary for delivering world-class support experiences to Meta’s key stakeholders, including users, advertisers, enterprise customers, and business partners. This team strategically plans both FTE and OPEX resources, and then manages the day-to-day performance of human production workflows as executed through third party outsourcing vendors.Meta has very high aspirations for improving its mindset and capabilities in the general domain of Customer Experience and Support for all stakeholders of our platforms; therefore, this role is central and critical to a key company priority. The leader in this role will manage a large organization of several hundred global FTEs, manage large OPEX spend, and work with people and partners around the world. Success in the role will be measured by materially improved outcomes in user/advertiser/stakeholder satisfaction, with leading indicators of operational efficiency, effectiveness, and employee experience.With this context in mind, success in this role will require the individual to demonstrate the following skills:* Customer Experience/Support expertise. Understanding of principles of customer, user, and stakeholder expectations and both (a) operational delivery against those expectations, and (b) related principles of measurement and marketing science.* Operations expertise. Strong expertise in operational management of production workflows, with the ability to forecast, manage, design, troubleshoot, and repair individual operational processes, as well as a system of related/linked operational processes.* Executive relationship building and management. Work closely and build trust-based relationships with Meta business partners including: product teams, data science teams, sales teams, adjacent operations teams, and other business teams e.g. finance and HR.* Large/global team leadership. Manage and lead a global team of ICs, managers, and directors with diverse backgrounds and skill sets, to achieving common goals and outcomes, especially in driving a customer-first mindset which is less common in other parts of the company* Strategic planning. Strategically plan and manage limited resources, with business acumen to prioritize and trade-off across competing priorities and constraints* Innovative problem solving. Innovate and solve problems based on analogous experiences in other domains and best-practices from across industries in providing customer experience/support.* Executive communications. Ability to synthesize complex issues and communicate clearly to an executive audience as well as a large organization.Note, the role does not directly require vendor management; however, the role will work closely with supporting ops team that do vendor management, workforce management, quality management, analytic support, and tooling support; and success requires understanding and facility with these roles.Complementing the skills above, candidates will be inclusive of diverse experiences and mindsets, highly cooperative with peers, aligned with Meta’s values (e.g. Meta, Metamates, Me), data driven, self-motivated, and flexible to frequent changes. This role reports into the VP of Global Operations.

VP, Global Support Operations Responsibilities:

• Design and oversee operational delivery of human support workflows including: Tier 1 Advertiser Support Ops, Tier 2 Advertiser Support Ops, Risk & Payment Operations, Partner Support Operations, Media Support Operations, Commerce Buyer/Seller Support, and Enterprise Support
• Set a vision for the ideal suite of support and services to best scale Meta clients/partners/users and the products that support them around the world, solving for both global and local challenges and needs, as well as the diversity of businesses across Meta’s growing family of apps and services
• Lead a global organization across of hundreds of team members and thousands of vendor agents across 10 sites in North America, EMEA, APAC, and LATAM, establishing a strong organizational culture and providing mentorship, guidance and career development to members of the team
• Develop strong cross-functional partnerships with sales and partner leaders around the globe as well as product, engineering, and integrity leads to identify and implement optimal solutions that are aligned with business priorities
• Design, launch, and scale new support services and workflows when needed
• Ensure quality, success and impact of existing scaled services and workflows within each market
• Identify trends and key insights to drive impact to team goals, including adoption and scaling of services, user experience impacts, bottom-line revenue impacts, and operational efficiency of the teams
• Continuously simplify the interfaces and ways in which clients and the field access support services, even as the overall portfolio grows across both businesses supported and workflows available
• Understand root causes of customer needs, and find ways to proactively solve these issues before they occur, building empathy and passion for the client/partner experience through partnership with Product, QA and Engineering
• Model inclusive behaviors and build a diverse organization that values, respects, and taps into different backgrounds and perspectives

Minimum Qualifications:

• 15 or more years of experience with digital media, managed services, consulting, client services, customer service, or analytics
• 12 or more years of experience with team leadership, people management, cross-functional team leadership, or team management
• 10 years of management experience in roles involving sales, operations, ad operations, and customer service
• Bachelor's/Master’s degree in operational or analytic fields such as Engineering, Science, Mathematics, Computer Science, or similar
• Demonstrated experience leading and building a diverse, inclusive, and high performing team across geographical regions
• Experience forging relationships, advising C-suite leaders and key stakeholders across large-scale, global companies
• Proven track record of collaborating with cross-functional teams including Sales, Product and Engineering leadership, advertisers, agencies and other ecosystem partners
• Experience successfully working and influencing in a highly collaborative manner across a variety of business functions and geographies
• Experience creating a vision, setting strategy, and ensuring delivery through impactful, scaled programs
• Experience making business decisions, including identifying gaps or business needs, and innovating and scaling solutions
• Knowledge of the global advertising marketplace
• Experience working with global advertising markets

Preferred Qualifications:

• Energized by problem solving and the potential for innovative solutions that online marketing has created
• Experience in a fast-paced start-up-like environment

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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