Meta AR/VR Job | Customer Resolution Manager, FRL

Job（岗位）: Customer Resolution Manager, FRL

Type（岗位类型）: Client Solutions | Data Center Operations

Citys（岗位城市）: Remote, US

Date（发布日期）: Before 2021-12-14

Summary（岗位介绍）

As the Customer Resolution Manager at Facebook Reality Labs, you will be responsible for leading the development and operational execution of the internal service delivery teams and playing a supporting role in the successful management of external partner engagements. You are a strong leader with extensive experience in the customer support industry and understand internal and external operational dynamics intimately. You prioritize investing in the care and development of your team members and your experience in this area includes a history of successfully fostering leadership growth in your direct reports. You have a successful track record of using data and insights to drive and implement to drive efficiency, productivity, and operational improvements that lead to improved customer outcomes. You’re a pro at leading a team to navigate through the most sensitive, ambiguous, and time sensitive customer facing emerging issues. You have experience building trusting cross functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast paced and extremely dynamic environment – all the while motivating and developing your team to do the same. Your ultimate goal is to build and lead a world class team who relentlessly focuses on increasing customer loyalty and advocacy through the power of their direct customer interactions and cross functional influence.

Qualifications（岗位要求）

BA/BS degree or equivalent customer experience needed

3+ years of experience of directly leading a globally distributed support team

5+ years of experience in customer-facing communications, community management, customer service, contact center management, and/or program management

5+ years experience engaging with and supporting a globally distributed supplier partnership focused on customer support operations

Experience being a team player/teamwork focus

Communicator with experience in reaching resolutions with both technical and non-technical issues, ensuring that any impact is communicated cross functionally, at a global level

Description（岗位职责）

You will manage a high-performing team covering escalations, emerging issues management, and external and regulatory enquiries.

Passionate about developing your team by providing mentorship, guidance and career development to team members.

Ability to define requirements, lead User Acceptance Testing, while managing complex processes and systems.

Lead the enablement of system solutions that provide high impact to end customers, as well as, internal and external users.

Define core requirements on mitigating issues that impact customers while putting the customer first and delivering to team objectives.

Act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.

Be mission driven and ensure that this is embedded and practiced daily in all activities, including establishing team goals, measuring progress and sharing results.

Key to shaping the vision of the team by ensuring your team operates in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.

Proactive at identifying risks and opportunities in processes and policy, ensuring that all stakeholders are aware and understand the impact on day-to-day operations.

Ability to recognize the need for and lead through change management initiatives while maintaining and driving teammate engagement.

Build and maintain healthy relationships with key partners, acting as the link between operations and stakeholders, identifying opportunities that will improve both the customer and teammate experience.

Where the customer experience has failed, your priority will be to make the customer whole again, putting solutions in place to prevent this from impacting other customers in the future.

Advocate for customer care, who will carry and drive the FRL customer focused culture with your colleagues and within your team.

Ability to develop and deliver presentation material to any audience size.

Superior judgement.

Implements creativity in problem solving.

Collaborate with internal cross functional and external partners (serves as the glue between the business and partner operations).

Willing to take calculated risks based on business and customer needs.

Practice “service leadership.”

Must be willing to travel (at min) 5-10%.

Additional Requirements（额外要求）

Experience running data analysis, including volume forecasting

Experience operating calmly and maintaining judgment in fast-paced environments

Effective project management and communication skills