Partner Manager, Global Operations

Main Location
Menlo Park, CA, United States
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Facebook is seeking an experienced Partner Site Manager to run Outsourcing Site Operations and to manage vendor relationships. This is a unique opportunity to work with a wide variety of internal teams providing scalable outsourcing solutions. Through ensuring high performance on existing programs and help facilitating transition of new programs, you will have a strong impact on the company's growth. Candidates are required to have partner management and consultative experience in the outsourcing environment, with communication and large-scale operation management skills. This includes a solid understanding of the outsourcing landscape, and comprehension of the Legal, Financial and Technical components of outsourced programs is expected. There are positions available in our Singapore office.

  • Ensure program success through strong performance management of KPIs (Productivity, Quality, Wellness etc.)
  • Hold site accountable to and help a set clear path towards operational excellence.
  • Ensure adherence to budget and accurate financial accounting of vendor partner production, training and pass through expenses
  • Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations.
  • Ensure vendors are meeting or exceeding Facebook Commitment of support, promoting excellence in rep support/wellbeing
  • Clearly and succinctly articulate site performance and any remediation plans to an executive level
  • Coordinate a team of cross functional partners responsible for driving improvement in an assigned area (Markets, Quality, Training, etc.)
  • Provide operational oversite and serve as approval point for Facebook driven, site level initiatives, coaching team members as needed
  • Ability to manage multiple responsibilities simultaneously and effectively and efficiently prioritize and meet deadlines.
  • Represent Facebook in vendor site and channelize internal Facebook culture in the site’s operation and people leadership landscape
  • Host focus groups onsite with various roles and levels to create an engaging environment which fosters feedback and transparency with close loop communication to the reps
  • Demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. hiring, floor management, workload prioritization, skilling, etc.)
  • Be the voice of the vendor by engaging, influencing and mobilizing Facebook XFNs to solve blockers, advocating for prioritization based on Community impact
  • Drive customer experience initiatives in vendor sites
  • Manage complex vendor and internal stakeholder relationships
  • Prioritize and deliver timely, high quality data driven work
  • Willingness to travel required for this role

MINIMUM QUALIFICATIONS

  • 7+ years of experience managing outsourced vendor relationships
  • Operations Management, Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
  • Outsourcing experience and knowledge of outsourcing landscape including legal, financial, administrative and technology components of outsourcing
  • Experience with large scale operations working across or coordinating with multiple domains and business units
  • Expert in BPO, Shared services and contact center best practices for Operations Management
  • Experience working as part of a global, cross-functional team and working with all levels
  • Analytical and Budget Management experience
  • Ability to think outside the box, multi task and work well under pressure, to identify issues and work to resolve them in partnership with business leaders

PREFERRED QUALIFICATIONS

  • 7+ years of experience managing outsourced vendor relationships
  • Operations Management, Program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
  • Outsourcing experience and knowledge of outsourcing landscape including legal, financial, administrative and technology components of outsourcing
  • Experience with large scale operations working across or coordinating with multiple domains and business units
  • Expert in BPO, Shared services and contact center best practices for Operations Management
  • Experience working as part of a global, cross-functional team and working with all levels
  • Analytical and Budget Management experience
  • Ability to think outside the box, multi task and work well under pressure, to identify issues and work to resolve them in partnership with business leaders

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.


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Partner Manager, Global Operations
Facebook, Inc.