Majoris Group (Pvt) Ltd
As the global contact center operations manager at facebook reality labs, you will be responsible for leading and driving global support operations strategy for internal service delivery teams, operations support, and external partner engagementsYou are a seasoned leader with extensive experience in the customer support industry and understand internal and external operational dynamics intimatelyYou prioritize investing in the care and development of your team members and your experience in this area includes a history of successfully fostering leadership growth in your direct reportsYou have a wealth of experience using data to support thought leadership and evangelize innovative solutions and approaches that are solidly rooted in delivering continuous improvement to customers through operational leadership and executionYou have a proven track record of building trusting cross functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast paced and extremely dynamic environmentYour ultimate goal is to build and lead a team who relentlessly focuses on increasing customer loyalty and advocacy by driving operational excellence at every turn.
You will manage a high-performing operations team covering a variety of workflows within the customer care function including but not limited to escalations, complaints, social media responses and external and regulatory enquiries.
You are passionate about developing your team by providing mentorship, guidance and career development to team members.
You will act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.
You are mission driven and ensure that this is embedded and practiced daily in all activities, including establishing team goals, measuring progress and sharing results.
You are key to shaping the vision of the team by ensuring your team operates in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.
You are proactive
Identifying risks and opportunities in processes and policy, ensuring that all stakeholders are aware and understand the impact on day-to-day operations.
Communicator with experience in reaching resolutions with both technical and non technical issues, ensuring that any impact is communicated cross functionally, at a global level.
You have the ability to recognise the need for and lead through change management initiatives while maintaining and driving teammate engagement.
You will build and maintain healthy relationships with key partners, acting as the link between operations and stakeholders, identifying opportunities that will improve both the customer and teammate experience.
Be the advocate of the customerWhere the customer experience has failed, your priority will be to make the customer whole again, putting solutions in place to prevent this from impacting other customers in the future.
You are an advocate for customer care, who will carry and drive the frl customer focused culture with your colleagues and within your team.
Excellent follow up/follow through.
Willing to take calculated risks.
Implements creativity in problem solving.
Collaborate with internal cross-functional teams and external partners (serves as the glue between the business and partner operations).
Practices “service leadership”.
Must be willing to travel (at minimum) 25%.
5+ years of experience of directly leading a multidisciplinary team and 2+ years experience of leading a recursive report management structure
10+ years of experience in customer-facing communications, community management, customer service, contact center management, and/or program management
5+ years experience specifically managing globally distributed, multiple support partner relationships focused on customer support operations
Communication and active listening skills
Proven team player/teamwork focus
Experience developing and delivering presentation material to any audience size
Experience running data analysis, including volume forecasting
Experience operating calmly and maintaining judgment in fast-paced environments
Effective project management and communication skills
Facebook's mission is to give people the power to build community and bring the world closer togetherThrough our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer togetherWhether we're creating new products or helping a small business expand its reach, people at facebook are builders at heartOur global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful waysTogether, we can help people build stronger communities - we're just getting startedFacebook is proud to be an equal opportunity and affirmative action employerWe 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 characteristicsWe also consider qualified applicants with criminal histories, consistent with applicable federal, state and local lawFacebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting processIf you need any assistance or accommodations due to a disability, please let us know at [email protected]#li-remote