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Manager, Payment Operations

2 months ago

Austin, Texas, United States Facebook Full time
The Payments Team serves our global community by providing customer support for payment issues. We are looking for a seasoned leader, who can manage a broad scope, with accountability for customer support for multiple payments products. This role includes both, operational management and end to end customer journey optimization.The ideal candidate is a strategic thinker who can identify opportunities for growth and innovation, and has a passion for driving customer satisfaction and loyalty. We're looking for an inspiring leader who can drive the right balance of scaling impact through the team and driving execution directly when needed. The successful candidate will have experience in program management, process improvement, and cross-functional collaboration. They should be able to lead and motivate their team to achieve operational excellence and deliver high-quality support experiences to customers. This role requires strong communication and problem-solving skills, as well as the ability to work effectively with stakeholders across different departments and regions.

Manager, Payment Operations Responsibilities:

  • Drive team-wide results against measurable business outcomes enabling product adoption while maximizing the customer experience
  • Empower the team to execute on ambitious roadmaps aimed at improving payments customer support at Meta and enable our outsourced operations to run effectively
  • Lead relationships with Vendor Operations supporting internal issue resolution and driving delivery accountability of the vendor teams
  • Collaborate with our product, engineering, partnerships, and sales teams to ensure we are meeting our customer support goals
  • Work with Payments Leadership team to determine team's project roadmap and priorities while holding accountable to milestones and delivery deadlines
  • Build and retain a high performing team of Program Managers & Product Specialists through career planning, mentorship, and performance management
Minimum Qualifications:

  • Strategic thinker with analytical mindset and problem-solving experience, demonstrate to navigate ambiguity
  • Bachelor's degree with 12+ years of relevant experience (in Customer Experience, Strategy & Operations or Product Development)
  • 5+ years experience leading teams from strategy through operational execution
  • Proven track record of building relationships with large cross-functional teams with ease and delivering impact consistently
  • Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance
  • Proven communication and presentation skills with the experience to influence partners and leaders towards achieving shared goals
Preferred Qualifications:

  • Customer Experience Analytics expertise with certifications in Design Thinking, Data Science, Research, Analytics or Customer Experience Certification
  • Lean/Six Sigma Certification
  • MBA or Master's degree in business, operations, strategy or analytics
  • Demonstrated leadership experience in program management and continuous process-improvement in a technology company
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