Vendor Operations Program Manager, Apac

2 days ago

Singapore Facebook App Full time

Product and Service Operations’ (PSO) mission is to build a service engine that solves today’s customer problems, and prevents tomorrow’s. PSO teams are involved throughout the lifecycle of product development and service delivery to ensure that our customers have a seamless experience on our platform. This team is passionate about fostering the growth of communities, businesses and advertisers on Facebook by ensuring they have the tools needed to succeed. We embrace a culture of innovation, ownership and accountability and are uniquely positioned at the intersection of product and service. This allows us to partner with teams across Facebook to drive our business forward by representing the voice of the community to improve their experience, implementing in-product solutions, enhancing customer support operations, combining quantitative with qualitative signals to drive product launches, focusing on data management and scaling measurement outcomes. The PSO Vendor Management team is seeking a Program Manager, Vendor Operations who is passionate about providing a world-class client experience with Facebook's business and marketing solutions. This Program Manager will be responsible for collaborating with a variety of internal teams to design service offerings, delivering exceptionally high service quality through third party contact center partners, and driving continuous improvement of service processes. This position is full-time and located in our Singapore office.

**Vendor Operations Program Manager, APAC Responsibilities**:

- Own performance for the third party contact center partner and program, drive results through strong internal and external collaboration to improve the quality and efficiency of the program.
- Provide data driven insights and execute data-informed initiatives that will improve our customer experience and drive business growth Identify trends to enhance our products, support processes, optimize workflows and improve operational efficiency in order to increase customer satisfaction and product adoption.
- Support and lead strategic initiatives to grow our business through reactive and proactive service initiatives.
- Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders, including the ability to synthesize feedback and adjust plans accordingly.
- Work cross-functionally with sales, marketing and product teams within Facebook.
- Become an expert in Facebook’s business products and solutions to enable all the above

**Minimum Qualifications**:

- Experience in operations, sales or service in a high paced ecommerce environment preferred.
- Minimum 10 years of diverse experience in scalable operations ideally with experience in managing internal and external (3rd party vendor partners) stakeholders to drive results.
- Excellent communicator with strong influencing skills across different stakeholders.
- Ability to shift priorities quickly, while maintaining a high degree of organization and control.
- Strong analytical skills and data orientation with experience in solving ambiguous problems using data and providing practical business insights.
- Experience in project management and managing strategic projects with cross-functional teams.
- Track record of driving process improvements & cost optimizations

**Preferred Qualifications**:

- Business level proficiency in one of the APAC regional languages (Eg - Korean, Japanese, Thai, Vietnamese ) is an added advantage

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