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Product Operations Manager

4 months ago

New York, United States Meta Full time

**Product Operations Manager Responsibilities**:

- Manage and oversee the performance of MSPs supporting Enterprise Products key workstreams ensuring they meet contracted scope and agreed SLAs.
- Leverage your experience in production support to identify areas for improvement and drive the implementation and governance of best practices and standards.
- Use data analysis and impact metrics to inform and influence new strategies and tactics that improve product support operations.
- Develop and maintain strong relationships with MSP Service Delivery Managers and key Enterprise Products Leads to ensure effective collaboration and communication.
- Act as primary escalation point for our Production Support program and manage/coordinate the resolution of issues or complaints.
- Collaborate with Product Operations partners and contribute to monthly Operations Review meetings.
- Attend and lead the Weekly/Monthly/Quarterly governance meetings with the MSP, challenging the norm and striving for excellence.
- Continuously monitor and track the performance of our Production Support environment, providing recommendations for improvement and driving continuous service improvement initiatives.
- Become the main POC when it comes to the transition of additional scope to MSP - support and coordinate through the transition lifecycle.
- Proven ability managing change, implementing new processes and driving continual service improvements.

**Minimum Qualifications**:

- 8+ years of experience managing production support, MSPs, and operations
- Experience in managing and delivering a successful Managed Service Provider program, consistently meeting or exceeding SLAs
- Experience in delivering large scale Managed Service Provider transitions
- Experience in leading and supporting Service Delivery teams
- Experience of Service Management and Production Support disciplines, processes, concepts and best practices
- Work effectively in a fast-paced and dynamic environment
- Analytical, problem-solving, and decision-making skills
- Bachelors degree in business, technical discipline or relevant experience

**Preferred Qualifications**:

- ITIL Certification and experience operating within the ITIL process framework.
- Experience conducting deep analyses
- Experience using critical thinking/problem solving, leveraging data to articulate problems, develop recommendations, and measure performance
- Strong communication and interpersonal skills

**About Meta**: Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.