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Job Details

Program Manager Quality Process amp Programs

Company name

Honolulu, HI, United States

Employment Type

Manager, Quality

Posted on
Sep 09, 2021

Valid Through
Dec 23, 2021

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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.


The Product Operations organization is critical to the performance, reliability, and usability of all Facebook Inc’s products. The team is part of Product Support Operations (PSO) in our Global Operations organization and partners closely with product and engineering to propel a simple vision: every user interaction works well. We do this by owning the operational management of user feedback from identification to resolution including the triage of product defects identified during testing, testing feedback to inform product quality pre-launch, and investigation of issues shared by Facebook’s worldwide community. This role is for an experienced program manager to help define, mobilize and lead critical quality programs spanning Facebook products and global user communities.

As a Program Manager on the newly formed Quality Process & Programs team, you’ll help ensure that Product Operations has scalable, measurable and consistent quality process programs (across team-wide processes, metrics and tooling) to effectively drive production quality, development quality and product reliability across FB’s consumer products. You’ll collaborate closely with peers such as Product Operations specialists and various cross functional partners such as Scaled Operations, Product, Engineering, Analytics, Research plus more. Many programs need to be developed or implemented with new approaches such as our aggregated customer reporting, quality and efficiency programs with our triage specialists, driving tool and process improvements as well as evolving our metrics and goaling operations.

You will be required to showcase excellent strategic execution, leadership and problem solving especially through your project management, and communication skills mobilizing a highly cross-functional stakeholder base. We are looking for someone who is able to influence business decisions through quantitative and qualitative insights that continually drive to optimize users’ experiences with a strong focus on correcting defects that improve the reliability of Facebook’s products. You communicate with ease to a variety of stakeholders at all levels and have expertise distilling complicated and technical concepts to audiences. You are passionate about building scalability and programs, including the operational processes and reporting that support them to scale, an agent for change and systems thinker who can support working teams to effectively break down problems and scope solutions.

The ideal candidate should have strong project management and problem solving skills, is independent and self-driven, has excellent time-management and organizational skills, and communicates clearly. The candidate should have a high tolerance for ambiguity, strong empathy, and an ability to operate autonomously while building trust and producing results.

Required Skills:

Manage large-scale, complex projects and programs that impact entire Ops and Product organizations

Design, build, and improve processes and systems that contribute to operational excellence and scalability

Cultivate relationships and drive collaboration on highly cross-functional initiatives

Ruthlessly prioritize and maintain continuous alignment with your stakeholders

Maintain accountability and produce high quality deliverables (for yourself and your project stakeholders)

Communicate effectively, zooming in and out effortlessly based on audience ranging from Operations Specialists to Product and Engineering Leadership

Be a change agent by understanding organizational dynamics that influence adoption of process changes

Minimum Qualifications:

8 years of experience in consulting or operations at a high-growth tech company

Expert Project Manager experience managing multiple complex projects

Proven Leader and Fast Paced Executor. Experience bringing clarity to ambiguity with little oversight, and ideas to fruition, supporting teams towards a common goal Change Management

Experience supporting initiatives involving operational excellence, process improvement and large-scaled organizational transformations

Clear, concise communicator. Experience managing communications to wide audiences on various mediums (e.g., project plans, presentations, analyses, etc.)

Preferred Qualifications:

Strong analytical skills. Experience developing frameworks and performing complex analyses (Excel or SQL) to guide strategy

Preferred experience working within the product development lifecycle or working with engineering and product teams

MBA, PMP and/or ITIL certifications

Industry: Internet

Equal Opportunity: 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

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