Job Description

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.

This is a new team we are spinning up around VR platform integrity, focused on abuse prevention. VR is at it’s best when it is social, and this aligns well with the mission of FB. VR is also at its worst in social situations where someone feels like they are being harassed or abused. This team will ultimately be responsible for helping VR grow as a safe and inclusive place by partnering closely with FB abuse prevention and our content creators. They will also be responsible to our developer community, ensuring that developers have the tools they need to support user interactions and address their own issues as they arise in a consistent and repeatable manner.

Responsibilities

• Drive the support strategy with Product, Engineering, Operations and Policy teams
• Analyze complex support flows and provide recommendations for process, policy, and product improvements
• Track and analyze key operational metrics to deeply understand the support ecosystem and determine where to focus optimization efforts
• Work with cross-functional partners to improve the community support experience on Oculus products
• Partner with Product and Community Operations teams to develop scalable solutions to support the Oculus developer and user community
• Lead and collaborate on projects that aim to improve our community's and our developer's support experience
• Develop/design processes to drive efficiency and effectiveness and ensure essential KPIs and service goals are met
• Lead vendor and contingent staff business partnerships to ensure adequate training and staffing for 24/7 global coverage
  

Minimum Qualification

• 5+ years of experience managing vendor relationships, specifically outsourced customer or developer support teams
• 3+ years of experience in customer support services, including global 24/7 operations
• Experience drafting Statements of Work and taking them through legal/finance to completion
• Experience in launching products
  

Preferred Qualification

• Games industry experience
• Community or social media management experience
• Interest in AR, VR, and Android
  

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.