Manager Payment Operations, Support Evaluation & Actioning

Risk and Payments Operations serves our global community by providing customer support for payment issues, and protecting individuals and businesses against payment abuse. The mission of the Meta Risk and Payments organization is to enable anyone, anywhere, to be able to pay and be paid with confidence. Within the Risk and Payments team, the Payment Operations team is responsible for defining and executing a customer support strategy for both new and mature products leveraging payments across the Meta family of apps. Support could mean different things across our many payments products: from providing support to advertisers who need help paying their bill, to helping charities onboard to receive donations, to identifying and resolving fraudulent transactions.The Data Pillar in Payment operations develops data-driven systems that measure and improve the performance of Payments Customer Support. We are looking for a manager leading a team of data analysts and technical analysts responsible for developing systems for evaluation of and actioning on support cases. A successful leader for this team will be technically adept, have great strategic insight and have deep insight into developing automated customer support.


Manager Payment Operations, Support Evaluation & Actioning Responsibilities:

• Lead a team of data analysts and technical analysts to develop systems for assessing resolution of support cases, issue classification, routing of cases and automating responses for multiple products across Meta
• Provide mentorship, guidance, career development, performance management, and coaching for your team
• Ensure alignment and development of mature technical solutions in our collaboration with engineering and data science partners
• Collaborate with other teams within Risk and Payments, Product, Data Engineering, and Data Science to drive payment customer support improvements
• Be an expert in Payments operational systems and data

Minimum Qualifications:

• 5+ years experience in data analytics, research, operations, or engineering
• 2+ years of experience using or reviewing scripting languages (e.g. PHP)
• Experience in developing data insights that drive decision and taken decisions based on those insights
• Experience in developing technical solutions for complex operational environments
• Experience communicating and influencing technical and non-technical audiences, including executive audiences
• Experience in designing technical solutions for complex business problems
• Experience with stakeholder management and direct coaching/mentorship
• Experience manipulating large datasets in SQL or equivalent and drawing actionable insights from data
• Experience in classification and predictive modeling

Preferred Qualifications:

• 3+ years experience working in payments or operations
• Experience working with a globally diverse and distributed team
• Experience working in a customer support-focused environment
• Experience with developing taxonomies or other classification systems

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.