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Quality Program Manager, Global Support Operations at Meta
, United States
Job Descrption
Global Quality teams drive accountability for operational excellence, quality metrics, continuous improvements, and lead the implementation of our quality systems at scale within a global network of vendors. We partner directly with the vendors to understand how well they’re performing from a quality standpoint, capture root cause analysis, and drive cross-functional alignment on action plans to drive improvements.
We are looking for a passionate problem solver who is comfortable operating in ambiguity, a strong communicator who is skilled at change management, and a strategic thinker with strong analytical and problem-solving skills. Successful candidates for this team are adaptable, creative, proactive, and action oriented. They demonstrate a growth mindset and can successfully lead initiatives across various teams, countries and time zones.Quality Program Manager, Global Support Operations Responsibilities
- Demonstrate process and operational excellence, focusing on continuous improvement and sharing of best practices to build a consistent backbone of support across our vendors and regions
- Manage complex vendors across the program. Conduct current-state assessment of business processes and drive metric improvements, standardization of processes across programs. Report and resolve top quality issues impacting the organization
- Design, build, and improve internal and external processes and systems that contribute to operational excellence and scalability. Be able to influence quality cross-functional teams on operational strategies & best practices
- Be a champion of change management. Communicate clearly the progress of initiatives to internal and external stakeholders, including the ability to synthesize feedback and adjust plans accordingly. Demonstrate effective collaboration with cross-functional and cross-regional teams
- Ability to manage multiple responsibilities simultaneously, independently, and effectively and efficiently prioritize and meet deadlines
- Travel domestically and internationally when needed (<25%)
- 5+ years of proven Project Management experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences
- 4+ years experience with Excel (PivotTable, Charts, Statistical functions) and leveraging data visualization tools (Tableau, Power BI)
- Experience with building relationships with global cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals
- Experience with a rapidly-changing environment with a goal-oriented approach
- Experience with operating simultaneously as an effective tactical as well as strategic thinker
- Experience with customer support tools and accountability frameworks
- 5+ years of experience initiating and driving projects to completion with minimal guidance.
- 5+ years of proven program management or process excellence experience, preferably in customer support or quality space
- Experience working in a technology company or IT consulting firm
- Experience with complex process design, implementation and improvement
Individual pay is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base salary, Meta offers benefits. Learn more about benefits at Meta.
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