Meta Looking for Manager, Payment Operations – Support Design & Optimization at Remote Full Time

The mission of the Facebook Risk and Payments team is to enable anyone, anywhere to be able to pay and be paid with confidence. This can mean different things across our many payments products – from providing support to advertisers who need help paying their bill, helping charities onboard to receive donations, to identifying and resolving fraudulent transactions. Within the Risk and Payments team, the Payments Process Team is responsible for delivering, maintaining, and improving the workflows for our customer support teams. We define performance metrics, build monitoring and alerting systems, and use a data-driven approach to understand if our customer support teams are meeting our customer’s needs. We are looking for a Manager to drive the team’s direction as well as grow the skills and professional development of each individual. Our ideal candidate is passionate about support, has a track record of influencing change within large organizations, and loves developing people.

Manager, Payment Operations – Support Design & Optimization Responsibilities:

Lead our payments process team to drive measurable business outcomes enabling product adoption while maximizing the customer experience

Provide expertise in career planning, performance management, and coaching

Drive team-wide results, determine what is important, clarify next steps and delegate effectively to meet expectations

Work with Payments Leadership team to determine team’s project roadmap and priorities while holding accountable to milestones and delivery deadlines

Become an expert in Meta’s Payment’s products, infrastructure, tools, systems, and data

Collaborate with our product, engineering, partnerships, and sales teams to ensure we are meeting our customer support goals

Lead relationships with vendor Performance Management supporting internal issue resolution and driving delivery accountability of the vendor teams

Minimum Qualifications:
2+ years experience in people management

5+ years experience working in a scaled customer support environment

Experience with relationship management and working within a global organization

Experience with strategic thinking with an analytical and problem solving approach

Preferred Qualifications:
2+ years experience in Payments Industry preferred but not essential

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].