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Manager, EMEA Vendor Operations, Product & Services Operations

Posted: 14 Jan 2021 Closes: 13 Feb 2021
Dublin, Ireland Competitive
Permanent & Full-time FBK_1118887955216101

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Summary

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.Product & Services Operations contribution to our broader mission is to build a service engine that solves today's problems and prevents tomorrow's problems for any of our clients who need support with our ad products. We help to influence how we bring solutions closer to our clients. We are serving the largest community of businesses and entrepreneurs big and small with more than 200 million businesses with a presence on our platform. Facebook is searching for an experienced Vendor Management Leader with a track record of building high performing outsourced operations teams delivering transformational impact on service excellence, client experience and efficiency in a large-scale operations environment across multiple sites/vendors. We are looking for a leader who matures scalable processes and agility in our operations to ensure we can respond rapidly to new products and strategic initiative. A strong collaborator who drives alignment and advocates for infrastructure investments at a cross-functional leadership level to help mature the support infrastructure we provide to our vendors to help make their frontline staff successful. A successful candidate will be able to partner effectively across a wide set of functions to transform our operations to best in class service while building capability and highly engaged teams internally.

Required Skills

  • Accountability for EMEA service delivery across multiple sites/vendors, leading a team of vendor managers supporting EMEA vendor sites across several operations teams, channels and >10 languages, supporting a broad range of services for all of Facebook's EMEA clients for a double digit billion dollar ads business, as well as other audiences including but not limited to Commerce sellers, groups/pages, media/publisher/gaming clients/creators and technical support operations.
  • Actively contribute to shaping vision, identifying strategic initiatives as part of a global vendor management leadership team to help transform Facebook's vendor operations and maximize impact of our vendor workforce in partnership with internal cross-functional teams to build next generation service. Drive alignment on staffing, infrastructure, tooling investments.
  • Define and execute on strategies to maximize impact and efficiency of our vendor workforce while delivering best-in-class client experience.
  • Lead and develop vendor managers to further deepen domain expertise and foster a culture of integrity, service excellence, accountability, innovation, best practice sharing across a global operations team and build external partner/vendor relationships that mirror this culture.
  • Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders.


Minimum Qualification

  • 8+ years of experience in Vendor Management / Operations roles in domains such as customer service, technical client support, compliance, risk, shared services, business process outsourcing, including several years of people management experience.
  • Strategic thought leadership and superior analytical skills, routinely identifies highest leverage opportunities and proactively initiates appropriate programs to increase value we deliver for our clients and shareholders.
  • Able to work/build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals.
  • Proven track record of delivering transformational impact on large scale multi-lingual outsourced workforce re client experience and efficiency.
  • Deep domain expertise in all aspects of large-scale operations, specifically vendor management, outsourcing and workforce management / tooling / capacity planning / project management / vendor compliance requirements.
  • Superior fiscal / budget management and commercial / contractual and sourcing expertise.
  • Ability to remain calm and effective under pressure and coach teams to effectively navigate and communicate in a fast paced and ambiguous environment.
  • Ability to contribute at both strategic and operational levels.


Preferred Qualification

  • Bachelor's/Master's degree
  • Technology/advertising industry domain expertise including deep understanding of client needs for direct clients and agencies.
  • Location strategy, sourcing and contract management/negotiation experience.

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