Global Learning Partner, Advertiser Customer Service

Posted a month ago
Main Location
Menlo Park, CA, United States
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Facebook was built to help people connect and share and, over the last decade, our tools have played a critical part in changing how people around the world communicate with one another. With over a billion people using the service and more than fifty offices around the globe, a career at Facebook offers countless ways to make an impact in a fast growing organisation.Facebook is looking for an experienced Learning Partner to join the Global Marketing Solutions (GMS) Learning team. This position will partner with multiple teams across Facebook, specifically within the GMS Learning team and with stakeholders across the Product & Services Operations (PSO) organisation that focuses on customer support efforts to our advertisers. This role will be responsible for working with PSO stakeholders to understand and consult on learning and educational needs for our outsourced agents.The ideal candidate will have a strong understanding of Facebook's advertising suite, a customer service and/or sales/marketing background, experience running global training and/or enablement programs, knowledge of the outsourced space and a passion for driving the success of advertisers on Facebook through excellent customer support.

  • Build relationships with PSO leaders and their teams, globally and within the region, as well as external outsourced vendor partners in the region to collaborate on intake, scoping and consultation or build of content to address learning challenges
  • Lead and participate in multiple concurrent global and regional Learning projects
  • Serve as the global Learning point of contact for one or more Services Programs, participating in team meetings and communicating with peers to land regional execution appropriately. Some meetings may occur outside of traditional business hours due to the global nature of our team
  • Design and deliver educational content primarily centered on products, customer service skills, and tools for the outsourced services agent audience
  • Enable vendors and deliver virtual and in-person train-the-trainer sessions. Consult on vendor assessed site specific needs to ensure training delivered is accurate and measurable
  • Work with shared Curriculum and Instructional Design resources to deliver and maintain learning content for the outsourced agent audience and ensure the majority of our learning content is scalable allowing for global reach and impact while localising as necessary for regional nuances
  • Contribute to internal team initiatives, such as content maintenance and onboarding optimization, that will drive our team forward and ensure our agent learning experience is efficient, effective and engaging
  • Willingness to travel up to 35% of the time (once safe to do so), to vendor partners and internal meetings and conferences

MINIMUM QUALIFICATIONS

  • Approx. 5+ years' relevant working experience within sales training, sales operations, or sales enablement
  • Experience assessing educational needs and building training content
  • Demonstrable experience prioritising work, project managing, surfacing risks and maintaining a backlog
  • Proven history of managing strategic projects with cross-functional teams, preferably with global scope
  • Communication and presentation skills with a proven success history of working with executive level leaders to synthesise complex concepts into actionable insights and recommendations
  • A desire to collaborate and leverage knowledge in order to increase efficiency across many different teams at Facebook
  • Stakeholder management skills including experience influencing others and building bridges to drive impact

PREFERRED QUALIFICATIONS

  • Approx. 5+ years' relevant working experience within sales training, sales operations, or sales enablement
  • Experience assessing educational needs and building training content
  • Demonstrable experience prioritising work, project managing, surfacing risks and maintaining a backlog
  • Proven history of managing strategic projects with cross-functional teams, preferably with global scope
  • Communication and presentation skills with a proven success history of working with executive level leaders to synthesise complex concepts into actionable insights and recommendations
  • A desire to collaborate and leverage knowledge in order to increase efficiency across many different teams at Facebook
  • Stakeholder management skills including experience influencing others and building bridges to drive impact

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.

Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Global Learning Partner, Advertiser Customer Service
Facebook, Inc.