Partner Manager, Global Partner Operations
- 5 - 9 years
- Hyderabad
- 3 years ago
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Job Description
Responsibilities
- Ensure program success through strong performance management of KPIs (Productivity, Quality, Wellness etc.)
- Hold site accountable to and help set clear path towards operational excellence.
- Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations.
- Ensure vendors are meeting or exceeding Facebook Commitment of support, promoting excellence in rep support/wellbeing
- Clearly and succinctly articulate site performance and any remediation plans to an executive level
- Coordinate a team of cross functional partners responsible for driving improvement in an assigned area (Markets, Quality, Training, etc.)
- Provide operational oversite and serve as approval point for Facebook driven, site level initiatives, coaching team members as needed
- Ability to manage multiple responsibilities simultaneously and effectively and efficiently prioritize and meet deadlines.
- Represent Facebook in vendor site and channelize internal Facebook culture in the site s operation and people leadership landscape
- Host focus groups onsite with various roles and levels to create an engaging environment which fosters feedback and transparency with close loop communication to the reps
- Demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. hiring, floor management, workload prioritization, skilling, etc.)
- Be the voice of the vendor by engaging, influencing and mobilizing Facebook XFNs to solve blockers, advocating for prioritization based on Community impact
- Drive customer experience initiatives in vendor sites
- Manage complex vendor and internal stakeholder relationships
- Prioritize and deliver timely, high quality data driven work
- Willingness to travel required for this role
Minimum Qualifications
- 5 years of experience managing and driving operational performance, supporting operations excellence, consulting or related field
- Operations Management, Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
- Experience with large scale operations working across or coordinating with cross functional teams like training, quality, workforce management, program management, engineering and product teams
Preferred Qualifications
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
- Flexible, adaptable, proactive and self-motivated
- Outsourcing experience and knowledge of outsourcing landscape including legal, financial, administrative and technology components of outsourcing
- Experience in BPO, Shared services and contact center best practices for Operations Management
Job Classification
Industry: InternetFunctional Area: Customer Success, Service & Operations, Role Category: OperationsRole: OperationsEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Any DoctorateContact Details:
Company: FacebookLocation(s): Hyderabad+ View Contact
Keyskills: BPO remediation Administration Performance management Consulting Outsourcing Stakeholder management Continuous improvement Operations Monitoring
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Facebook (stylized as facebook) is a for- profit corporation and online social media and social networking service based in Menlo Park, California, United States
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