Enterprise Operations Program Manager, Business

4 days ago


Singapore Meta Full time

**Enterprise Operations Program Manager, Business Messaging Responsibilities**:

- Initiate concurrent projects from as early as the ideation, and oversee rollout to completion
- Project-manage key support initiatives to improve the customer support experience
- Partner with the broader support team and cross-functional partners to improve efficiency of support processes and tools
- Drive operational excellence by improving support processes and removing issues at source for all aspects of a given product area
- Leverage quantitative and qualitative data to help shape product development cycles
- Collaborate with product, design, and engineering teams to ship new, impactful features by authoring support specs, defining support tooling requirements, and coordinating support readiness
- Anticipate and resolve customer issues before they arise, performing analysis of support tickets with the aim to improve overall support through service delivery and product improvements
- Drive feature launches, develop and maintain documentation and trainings
- Travel both domestically and internationally, approx. 20% of the time (pending company/government guidance)

**Minimum Qualifications**:

- Experience managing user experience through attention to detail and nuance
- Exhibit a balance of analytical and interpersonal skills which serves a variety of audiences
- Proven communicator with the experience in clearly explaining complex operational concepts to a variety of audiences
- Demonstrated experience multitasking and prioritizing in a fast-paced environment
- 4+ years of experience in a role delivering or enabling 1:1 customer support for business/enterprise
- Communication skills, including development of presentations
- Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action



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