You can create a Career Profile to get job suggestions, prepare for the interview process, and more.
Payment Operations serves our global community by providing customer support for payment issues. We continuously improve customer experience for agent-level processes, escalations, and internal workflows. We are advocates for a better customer experience, driving customer-focused support efforts, allowing for faster resolution, and providing insights to product teams about user experiences. The ideal candidate is a passionate customer experience specialist who can identify opportunities and then design and deliver on those opportunities to optimize the end-to-end customer journey, in a highly matrixed environment.
Support Design Specialist ResponsibilitiesYou will become an expert in core risk/payments experience infrastructure, tools, systems, and data.You will demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements.You will work with our operations teams in determining payments support experience, allowing products to scale while taking ownership of the space to make the product experience better.You will systematically analyze product metrics and labeling results, collecting insights, gaps, and pain points across the operation to categorize, scope, and help prioritize process, tooling, training, documentation, and customer experience improvements.You will manage projects and coordinate new product support across payment operations stakeholders.You will influence and lead efforts, communicate effectively, and coordinate with key cross-functional partners during the design, build, launch, and expansion phase of the product life cycle.You will ensure project documents are complete, current, and available for staff and leadership review.You will develop project schedules based on the product requirements, technical challenges, tooling lead-times, and business needs.You will see challenges before they arise, create plans to manage the tasks and alleviate risks, and pitch in to execute those plans as needed.At Meta, we're obsessed with service. You'll support vendor delivery of customer support in line with the scale of the product team resolving escalations and quality calibrations as required.
Minimum Qualifications2+ years of experience in Project Management2+ years of experience working with global cross-functional teamsAnalytical-thinking and problem-solving experienceExperience creating, implementing, and improving business processesDemonstrated experience influencing across functional boundaries and/or globallyPreferred Qualifications2+ years of experience working in an online operations or consulting environment, or similar1+ years of experience in customer support, trust and safety, payments, or related teamLocationsData Center
About MetaMeta 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.
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 ******.
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.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at ******.
#J-18808-Ljbffr