Community Operations Office Quality Lead

The Community Operations team helps to builds trust and engagement with the 1.2 billion people on Facebook. When people report content or ask for our help it is important that every part of our support ecosystem – our people, our processes, and our systems – works together to achieve the right outcome. When we get it right, people feel listened to and loved. If we get it wrong, it can feel like we are not listening or we don’t care.

Facebook is looking to hire experienced team leaders to to devise and implement systems and procedures to meet our quality goals. Office Quality Leads will work closely with teams across Facebook to design and launch global programs to track and improve quality so that we can keep and grow Facebook as a safe place where people share the important events in their life with their friends, family, and loved ones.

We will need you to:

- Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems

- Lead the investigation of highly sensitive issues affecting your office, working with teams and leaders across Facebook to understand what happened and why

- Assess and prioritize the top quality issues affecting the teams in your office across all decision-making channels

- Quantify the impact of not changing and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes

- As Facebook’s products and communities change and grow, stay connected with how our support ecosystem is evolving and help head off quality issues before they begin

- Drive accountability with your team lead peers and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.

- Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent

Requirements:

- 4+ years of experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams

- Quality certification (e.g. Lean Six Sigma, TQM, etc.) a huge plus

- Proven track record of collaborating with cross-functional groups to produce meaningful results

- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment

- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required. Basic SQL experience (WHERE statements, JOINs, Aggregate Functions) a huge plus

- Excellent written and verbal communication skills

- Strong critical thinking and exceptional problem solving skills

- Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level

- Ability to multitask and work in an unstructured environment

- Contagious passion for our mission of ensuring a world class support experience for our community

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