
Enterprise Operations Program Manager, Business
4 days ago
**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
**Preferred Qualifications**:
- BA/BS Degree in a quantitative and/or science discipline
- Experience with escalation management best practices
- Experience managing contractor program performance, including the management of and reporting on operational performance targets
- Experience working with vendors to execute and deliver on expectations including, but not limited to, workflow coverage, utilization, output/productivity and quality
- 2+ years of program and/or project management experience, managing (internal & external) stakeholders at a variety of organizational levels
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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...
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