Summary:

Meta’s Enterprise Products team is responsible for building user-friendly, scalable, and robust enterprise applications. Meta is seeking an experienced Product Operations Specialist with a strong background in driving operational excellence, particularly for production support. The ideal candidate will have a hands-on approach to ensuring rigor and standards are adhered to in all aspects of the role. The candidate will also have strong working experience with a Managed Service Provider (MSP).Reporting to the Manager of Release Management, the Product Operations Specialist will be responsible for ensuring the continued performance of our production support environment and MSP Program.

Required Skills:

Product Operations Manager Responsibilities:

1. Manage and oversee the performance of MSPs supporting Enterprise Products key workstreams ensuring they meet contracted scope and agreed SLAs.

2. Leverage your experience in production support to identify areas for improvement and drive the implementation and governance of best practices and standards.

3. Use data analysis and impact metrics to inform and influence new strategies and tactics that improve product support operations.

4. Develop and maintain strong relationships with MSP Service Delivery Managers and key Enterprise Products Leads to ensure effective collaboration and communication.

5. Act as primary escalation point for our Production Support program and manage/coordinate the resolution of issues or complaints.

6. Collaborate with Product Operations partners and contribute to monthly Operations Review meetings.

7. Attend and lead the Weekly/Monthly/Quarterly governance meetings with the MSP, challenging the norm and striving for excellence.

8. Continuously monitor and track the performance of our Production Support environment, providing recommendations for improvement and driving continuous service improvement initiatives.

9. Become the main POC when it comes to the transition of additional scope to MSP - support and coordinate through the transition lifecycle.

10. Proven ability managing change, implementing new processes and driving continual service improvements.

11. Responsibilities may be extended to include other areas of Product Operations / Release Management and the successful candidate will need to up-skill to have a working knowledge of these areas.

Minimum Qualifications:

Minimum Qualifications:

12. 8+ years of experience managing production support, MSPs, and operations

13. Experience in managing and delivering a successful Managed Service Provider program, consistently meeting or exceeding SLAs

14. Experience in delivering large scale Managed Service Provider transitions

15. Experience in leading and supporting Service Delivery teams

16. Experience of Service Management and Production Support disciplines, processes, concepts and best practices

17. Work effectively in a fast-paced and dynamic environment

18. Analytical, problem-solving, and decision-making skills

19. Bachelors degree in business, technical discipline or relevant experience

Preferred Qualifications:

Preferred Qualifications:

20. ITIL Certification and experience operating within the ITIL process framework.

21. Experience conducting deep analyses

22. Experience using critical thinking/problem solving, leveraging data to articulate problems, develop recommendations, and measure performance

23. Strong communication and interpersonal skills

Public Compensation:

$157,000/year to $218,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

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, 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta 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.