Developer Support Operations Manager, Non-Technical

Meta • Santa Fe, NM • 17h ago

Summary:

Reality Labs is seeking an operations expert to join the Developer Support Team, responsible for scaled support for non-technical issues. As a Developer Support Operations Manager, you will help build and strengthen the Meta Horizon developer ecosystem to ensure best-in-class developer support services. You will have extensive experience building effective and efficient developer or customer support solutions utilizing proven and emerging technologies. You are data-centric and have experience working closely with multiple disciplines toward shared goals.This Developer Support Operations Manager will have experience designing large-scale processes and be skilled at creating collaborative spaces when solving hard problems, recognizing different perspectives, and designing and leading complex cross-functional initiatives in early-stage tech industries.

Required Skills:

Developer Support Operations Manager, Non-Technical Responsibilities:

Manage processes and workflow of contingent teams and outsource vendor agents focused on developer support.

Analyze, identify, and address inefficiencies in the current developer support infrastructure.

Develop and maintain new and existing non-technical content to positively impact the future success of Horizon Worlds and AR/MR/VR developers.

Operate and refine developer and creator support services including inbound support and forum management.

Understand developer experience, as well as policies and procedures to build support and escalation path for developers.

Collaborate on and run projects with cross-functional teams including Product, Engineering, Product Marketing and Programs.

Support the development of a robust measurement plan to ensure that the developer support strategy is calibrated across Reality Labs and demonstrates business impact.

Scale high impact initiatives within support to the entire Meta Horizon ecosystem.

Be a source of insights about the Meta Horizon developer and creator ecosystem in order to produce best in class support processes.

Execute in a fast-paced and highly iterative environment.

Minimum Qualifications:

5+ years of experience in developer support, customer support, customer experience, or similar roles.

Experience with operational leadership of a support vertical.

Experience deploying best practices in service and support at scale with high levels of satisfaction.

Experience working directly with management as well as people at all levels, including external users and internal stakeholders.

Experience translating insights and data into highly impactful projects or programs.

Experience contributing to cross-functional efforts across competing priorities and constrained resources.

Demonstrated skills and experience working with and managing outsource vendors providing frontline support.

Demonstrated skills and experience reviewing outsource vendor performance to facilitate and improve quality scores and overall experience.

Effective communication and problem-solving skills.

Resourceful and action-oriented with experience to get things done autonomously and overcome obstacles by developing solutions to problems.

Preferred Qualifications:

Bachelor's degree or higher.

Proven track record of process improvement within support functions.

Experience in process management including creation, execution, and monitoring success.

Knowledge of digital business models and technology.

Proven track record with high standards of professionalism.

Experience developing working relationships with effective interpersonal communication skills.

Detail-oriented, resourceful, and highly organized.

Experience meeting multiple objectives with conflicting priorities with little supervision.

Public Compensation:

$129,000/year to $185,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

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 stereo@types, 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.

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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