Global Digital Service & Solutions Manager
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Sunnyvale, CA
Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services like Messenger, Instagram, and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. To apply, click “Apply to Job” online on this web page.
Global Digital Service & Solutions Manager Responsibilities
- Manage a high-performing team of channel strategy program leaders who cover a variety of workflows within the Customer Care function including but not limited to Self Service Transactions, Digital IVR/Intake, Chatbot, Community, Social, In App/In Product, and more.
- Provide mentorship, guidance, and career development to team members.
- Act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.
- Drive to ensure mission is embedded and practiced daily in all activities, including establishing team goals, measuring progress, and sharing results.
- Shape the vision of the team by ensuring they operate in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.
- Identify risks and opportunities in processes and policy, to ensure all stakeholders are aware and understand the impact on the day-to-day operations.
- Recognize the need for and lead through change management initiatives while maintaining and driving teammate engagement.
- 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 spokesperson of the customer.
- Prioritize the customer’s needs by setting solutions in place to prevent unsatisfactory experiences impacting other customers in the future.
- Advocate for customer care, who will carry and drive the FRL customer focused culture with your colleagues and within your team.
- Position requires 25% domestic and international travel.
Minimum Qualifications
- Requires a Bachelor's degree (or foreign equivalent degree) in Computer Science, Business Administration with a focus on IT, Information Systems, or a related field and five years of work experience in the job offered or in a managerial/directorial-related occupation. Alternatively, employer will accept eight years of work experience in job offered or in a managerial/directorial-related occupation as equivalent to the Bachelor’s degree and five years of work experience. Any suitable combination of education, training, or experience is acceptable. Requires 5 years of experience in the following:
- 1. Digital Customer Support strategy formation and execution
- 2. Saas / B2C support models in consumer electronics and customer facing surfaces
- 3. Digital Analytics and measurement
- 4. Experience Partnering with Product Management and Engineering functions to deliver on large business objectives
- 5. Working in large and matrixed organizations with examples of successful impact across large initiatives
- 6. Developing and delivering executive level presentation material to any audience size
- 7. Reaching solutions with both technical and non-technical issues, ensuring that any impact is communicated cross-functionally at a global level and
- 8. People leadership and coaching.
For those who live in or expect to work from California if hired for this position, please click here for additional information.
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About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
$251,367/year to $270,600/year + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.
Equal Employment Opportunity and Affirmative Action
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
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