Facebook is looking for an experienced manager who will be responsible for overseeing large, high-performing teams with multiple areas of focus. The User Operations team is responsible for growing and maintaining the worlds trust and engagement in Facebook by acting as the voice of the user within the company. 
The User Operations team prevents the occurrence of abuse on the site, develops insights around trends related to user behavior and site usage, reduces negative experiences and inauthentic connections on the site, acutely focuses on operationalization, shares knowledge about users with cross-functional teams ranging from Product and engineering to PR to Policy, and develops strategies to improve user experience. A successful User Operations Manager will be able to devise and implement systems and procedures to meet department goals. This individual will assume general management responsibilities while serving as a cross functional liaison; working with product, engineering, sales, business development, marketing and finance to drive Facebook’s most important strategic priorities. In this fast-paced environment, the Manager will wear many hats, providing guidance and direction in multiple functional areas. This position is located in our Hyderabad, India office.

Responsibilities

  • Manage large functions, projects, or teams with multiple areas of focus
  • Establish team goals and work with direct reports on strategies for executing, measuring progress, and communicating results
  • Supervise and mentor Team Leads and Associate Managers as they grow into people management roles
  • Identify inefficient workflows and implement solutions
  • Leverage areas of expertise to improve the effectiveness of user support and the quality of the website
  • Utilize deep product and industry knowledge while serving as a strong cross functional leader
  • Leverage areas of expertise to improve the effectiveness of our support and the quality of the website

  • Execute projects involving quantitative analysis, research and strategy development
  • Uncover trends to gain user insights on new products
  • Provide mentorship, guidance and career development to members of the team
  • Work across leaders from different offices and take global leadership on projects as required

Requirements

  • 8+ years of experience including at least four years of people management
  • Consulting/Strategy/Project Management experience in a Multinational company managing an end to end process
  • Excellent written and verbal communication skills
  • Ability to multitask and work in an unstructured environment
  • Extremely reliable, consistent, and hard-working
  • Ability to think strategically
  • Passion for ensuring a good user experience
  • Strong critical thinking, analytical bent of mind and exceptional problem solving skills - analysis, design, evaluation, explanation, lateral thinking
  • Passion for ensuring world class user experience
  • Experience in project management, leading projects from inception to completion

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This role is based out of our Singapore office; Partner Engineering is a highly technical team that works with our strategic mobile partners including OEMs, Mobile Operators and Developers to integrate Facebook into their mobile products and service offerings, to integrate Facebook infrastructure and technologies with mobile carrier networks for tariff segmentation and enhanced user experiences, and driving new features in collaboration with Facebook product teams. You will play a key role in the Internet.org initiatives working closely with the Facebook country growth managers in Asia region handling the technical relationships and collaboratively drafting the partner’s roadmaps for cheaper and reliable data access. You will work with various Asian operators to customize the products/platforms as per their requirements, perform testing, do deployments and provide ongoing support. You will also be working with the Infrastructure team analyzing and resolving the issues reported by operators, and evaluating the possible improvements with the partners. The ideal candidate will combine excellent technical and business skills to make operators and other partners successful while reducing data costs and providing the best possible Facebook experience to our mobile users.

Responsibilities

  • Managing technical partner relationships with mobile operators and other partners realizing Facebook mobile user experience


  • Work with Facebook Growth and Infrastructure team in creating and executing new programs with operators worldwide to increase Facebook accessibility and engagement
  • Customize Facebook products without too much fragmentation, test, deploy and provide ongoing support
  • Drive roadmaps and implementations together with the Facebook product and engineering team while maintaining the bird eye view of partner’s requirements and market needs
  • Troubleshoot partner’s technical issues in real-time in cooperation with their engineering and 2nd level operations teams and work with internal technical teams on resolving those issues
  • Help scale various programs by writing whitepapers, samples, and other materials that can be used by partners for integrating with Facebook infrastructure
  • Work with Facebook engineering team in customizing existing solutions to meet partner’s requirements and driving those to the final implementations
  • Identify opportunities with partners and local developers to bring optimal, engaging and low cost Facebook experiences to the users

Requirements

  • Previous experience (3+ years) as a software engineer, technical consultant or partner/sales engineer
  • BA/BS in Computer Science or equivalent degree/experience
  • Solid software development skills with experience building software developed in (at least one) Python, PHP, C/C++, Ruby, C# or Java
  • Proficient in Unix/Linux environment
  • Excellent communication skills including experience speaking to a technical and business audiences including preparation of technical presentations and documentation
  • Must have strong English written, verbal, and presentation skills
  • Willingness and ability to travel to various Asian countries approximately 40% of the time
  • Good understanding of operator’s infrastructure, capabilities and network protocols, especially packet core infrastructures (2G/3G and 4G), service (VAS) infrastructures, BSS infrastructures for provisioning and charging (online/offline charging, mediation), advanced packet core features (PCRF, DPI) preferred
  • Solid understanding of IT infrastructures (distributed, high-available real-time infrastructures) and network protocols on different layers (OSI layer model - IP, TCP, UDP, SCTP, HTTP, SMPP, GTP, Diameter, MAP, CAMEL) preferred

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