Facebook Project Manager, Global Outsourcing Community Operations in Dublin, Ireland
Facebook's mission is to give people the power to build community and bring the world closer together. Through 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 together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
Community Operations (CO) is focused on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. 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, CO is for you. The Global CO Outsourcing team is a global team spread across several offices, which supports internal operations teams as well as external partners across all regions by managing our outsourced operations and partner relationships. Outsourcing is a strategically important area for Facebook to support our growth, creating empathy with our community at this scale is a challenge no other company has solved before, and requires talent that can add thought leadership in this area. We're looking for a Project Manager who will play a key role in helping Facebook to scale our community support fast and efficiently while creating a world-class support experience for our community. This Project Manager will be the key point of contact for all tools and technology related projects within CO outsourced operations, predominantly focused on EMEA.
Coordinate tooling and technology work streams for the Outsourcing team, including ensuring our global locations are running with the correct tool and technology infrastructure
Ensure our outsourced workforce is properly trained on relevant technologies/ tools to enable them to be fully productive to perform work
Capture and perform triage on any bugs impacting production, and escalate as appropriate to our relevant internal teams
Manage new project initiatives from our vendor partners to improve our support processes and systems, including securing development resources, testing, and implementation
Enable all tools/ technology for new site launches including coordinating onboarding representatives into Facebook tools, and implementing InfoSec devices and security protocols at partner locations
Coordinate and facilitate information security site audits both at site start-up and on an ongoing annual basis
A Bachelor's degree in Computer Science, Information Technology, Business or related disciplines, or equivalent work experience
3+ years experience in a similar role, including experience in designing and improving IT infrastructure
Demonstrated project management experience, leading mid-size projects end to end and using project management tools such as Excel and MS Project
Experience in triaging and resolving bugs
Experience working with outsourced partners or in a support environment, including working with teams across multiple geographies and regions