Product Manager, Care Customer Support Platform

3 weeks ago

Menlo Park, California, United States META Full time

Job Summary

Meta is seeking a seasoned Product Manager to revolutionize enterprise support by setting the company as the industry benchmark for delivering exceptional customer service through its tools and services. The ideal candidate will develop a cutting-edge, universal platform for customer support that leverages generative AI to incorporate best-in-class user experiences, agent experiences, and reporting and analytics.

Key Responsibilities

• Identify significant opportunities and drive product vision, strategies, and roadmaps in the context of broader organizational strategies and goals
• Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm
• Incorporate data, research, and market analysis to inform product strategies and roadmaps
• Plan, initiate, and manage information technology projects for web-based products and platforms
• Lead the ideation, technical development, and launch of innovative tools, platforms, and/or products
• Drive product development with teams of world-class engineers and designers, while maintaining team health
• Work closely with cross-functional teams to drive product vision, define product requirements, coordinate resources from other groups, and guide the team through key milestones
• Integrate usability studies, research, and market analysis into product requirements to improve engineer productivity and enhance user satisfaction
• Define and analyze metrics that inform the success of products. Identify and track key performance metrics

Requirements

• 8+ years product management or related industry experience
• Displaying leadership, organizational, and execution skills
• Familiarity with Salesforce Service Cloud or other customer support solutions
• Requires a Bachelor's degree (or foreign degree equivalent) in Computer Science, Engineering, Information Systems, Analytics, Mathematics, Physics, Applied Sciences, or a related field and 2+ years of experience in the following:
• Experience in product management or product design
• Experience working in a technical environment with a broad, cross-functional team to drive product vision, define product requirements, coordinate resources from other groups, and guide the team through key milestones
• Experience in analyzing complex, large-scale data sets and making decisions based on data
• Experience in gathering requirements across diverse areas and users, and converting and developing them into a product solution
• Experience in technical experience with analytical tools, methodologies, and design
• Proven communication skills

Preferred Qualifications

• Experience going through a full product lifecycle, integrating customer feedback into product requirements, driving prioritization and pre/post-launch execution

Compensation and Benefits

$171,000/year to $238,000/year + bonus + equity + benefits

About Meta

Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Accommodations

Meta 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.

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