Program Manager, Community Help and Education

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.

Trust & Safety's focus is on improving the health of our products and helping people understand how to use them through both direct support interactions as well as scalable solutions. Those who join our teams are very passionate about solving people's issues, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Trust & Safety is for you.

Facebook is looking for a program manager to join the Community Help and Education team and build out our scaled support programs for content enablement, delivery, and metrics. We manage help centers and scaled support content for people who use Facebook and related products around the world. This is a multi-faceted, fast-paced job, so flexibility, empathy, and strong collaboration skills are essential.

This is a full-time role.

Activate and maintain horizontal support programs that enable Community Help and Education’s larger strategy.
Contribute to tooling and platform roadmaps with engineering partners, providing regular updates to all stakeholders and re-prioritizing as needed.
Think creatively and critically to identify new opportunities for team impact within the larger Facebook landscape.
Build and manage relationships with key cross-functional partners, including Customer Care, Engineering, Product, Privacy, and Product Support Operations.
Develop and operationalize best practices for managing high-quality educational and support content at massive scale.
Independently manage highly-visible or complex initiatives as needed.

2+ years of experience in a program management role
Demonstrated experience communicating effectively with internal and external audiences, including users, direct reports, leadership, peers, and cross-functional partners
Demonstrated critical thinking skills
Demonstrated experience measuring impact against operational metrics
Demonstrated experience managing complex projects, timelines, and expectations
Experience managing content programs
Experience defining and communicating a shared, actionable vision and strategy for content platforms like help centers and user-to-user forums

Facebook is proud to be an Equal 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.

Facebook 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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Posted 2 months ago

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