Head of Advertiser Experience & Support Operations

Meta’s Advertiser and Enterprise clients are a critical part of our community and business and we strive to provide outstanding support experiences for them on a consistent basis.We are looking for a world-class leader who can manage a broad scope, with accountability for customer support operations and experiences for all of Meta’s Advertiser and Enterprise clients. Head of Advertiser Experience & Support Operations Responsibilities: • Drive organization-wide results against measurable business outcomes enabling product adoption while maximizing the customer experience • Empower the team to execute on ambitious roadmaps aimed at improving Advertiser & Enterprise support at Meta as well as enabling our outsourced operations to run effectively • Collaborate with our product, engineering, partnerships, and sales teams to ensure we are meeting our ambitious customer support goals • Partner with executive leadership and cross-functional partners to determine team’s project roadmap and priorities while holding accountable to milestones and delivery deadlines • Implement measurement and monitoring to detect customer pain points in real time and quickly respond to address them • Drive operational efficiency across our Advertiser Support Operations • Build and retain a high performing team of Program Managers & Product Specialists through career planning, mentorship, and performance management Minimum Qualifications: • 12+ years of experience in Customer Experience, Strategy & Operations or Product Development • 5+ years of experience in people management, including experience managing other people managers, and leading teams from strategy through to operational execution • Strategic thinker with operational experience, an analytical mindset and problem-solving experience with a demonstrated track-record of successfully navigating ambiguity, while bringing all key constituents along on the journey • Experience building relationships with large cross-functional teams with ease and delivering impact consistently • Experience defining and tracking metrics and implementing programs to improve operational performance • Experience presenting to and influencing partners and leaders at all levels of an organization towards achieving shared goals • Experience leading customer experience or journey design in customer support operations • Demonstrated leadership experience in program management and continuous process-improvement Meta builds technologies that help people connect, find communities, and grow businesses. 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.