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Community Operations' (CO) focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Community Operations is for you.
What is your role and how long have you worked at Facebook?
I lead our operations team who are responsible for providing support to our global and diverse community of people, developers, partners and rights holders. Our mission is to bring the world closer together. Every day, people come to Facebook to connect with people and the issues they care about. The conversations that happen on Facebook reflect the diversity of the world. My teams are here to help people share responsibly and respectfully.
I just celebrated my 7th anniversary at Facebook, or what we call a Faceversary. It’s been a fantastic adventure and I’m as excited on day 2,569 as I was on day 1.
Ellen S., VP, Global Developer Support and Operations
What's one thing people don't know about working on the CO Team?
That we have the opportunity to help a lot of people. The people that make up Community Operations care about our community and take pride in being Facebook’s first line of support. We do everything from liberating hacked accounts, to giving people the tools to address their own problems, to applying our Community Standards when needed. We’re the ones who move fast and fix things. For every request, we know there’s a real person on the other end. The community and Facebook depends on our team to help resolve requests well and we take that responsibility seriously. It’s a mindset and that’s what makes being a part of this org special. There’s a great quote that I find so powerful, and unfortunately I can’t give proper credit since I don’t know who said it, but it goes, “Making someone else’s day vastly improves our own.”
Tell me a little about the impact you have made within CO at Facebook?
Over the past few years, we’ve had to evolve the way we do our jobs. We spend a lot of time examining our end-to-end support experience because we care about the experiences our community is having. We’re always thinking and listening to people about how we can do things better. When we better understand people’s feedback we can best act on that to improve our products. Some examples include: improving the ability to report a bug or problem for people using 2G or generally when internet connections are slow or when we saw people reported being confused why their friends weren’t wishing them a happy birthday. We worked with the product team to create a reminder for people who had their birthday privacy visible to only themselves, giving people the option to share and let their friends wish them a happy birthday.
To connect the world we need to understand the world.
Which Facebook value (Move Fast, Focus on Impact, Build Social Value, Be Open, Be Bold) resonates most with your team?
All of them do! In a global community such as ours, people are going to have some different ideas about what is, and what is not, ok to share online. Being on the front line of support requires us to understand the products and features, anticipate potential community needs and work with product and engineering teams to either address them in product or ensure there are ways for the community member to seek help through our Help Center or reporting flows. As the approach may differ depending on the feature or product, it’s important for our team to equally embrace each value in ensuring the optimal experience for our community.
What are your 3 favourite things about working at Facebook?
- The people. I’m surrounded by brilliant, inspiring, funny and kind people no matter what team, office or group project I may be working on. We have a global and diverse employee base and I find that I’m constantly learning and growing, both professionally and personally thanks to the people here.
- The opportunity. The breadth and scale of opportunities and challenges in connecting the world is enormous. When I joined Facebook in 2009, we had 250M people on the service and now we have over 2.1B. Facebook started out on desktop and now more than 82% of people access Facebook on mobile devices daily. It’s also interesting to see the evolution of how people share – first it was text only, then photos came into the mix, and now we’re seeing people do exciting things with Live video. There is no playbook in connecting the world and how we go about thinking through and ultimately providing support across our family of apps and platforms is hard and at times daunting but also rewarding when we get it right and do it well.
- Hearing from Mark: Each week we have a company Q&A hosted by Mark Zuckerberg or other senior leaders. I’m blown away that seven years later, at a company of ~25,000 people globally, Mark shares what’s top of mind for him and he encourages us to ask the hard ball questions.
We’re Hiring!
We have open roles in APAC, EMEA and North America for our growing Community Operations teams, click to view all open positions.
Check out one of our videos which gives you a flavour of working for CO at Facebook.
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