About the Opportunity
Facebook India is looking to hire for the job post of Partner Manager for Global Operations, for its office in Hyderabad.
About Facebook
Facebook, Inc. is an American technology conglomerate based in Menlo Park, California. It was founded by Mark Zuckerberg, along with his fellow roommates and students at Harvard College, who were Eduardo Saverin, Andrew McCollum, Dustin Moskovitz and Chris Hughes, originally as TheFacebook.com – today’s Facebook, a popular global social networking service.
Facebook is one of the world’s most valuable companies. It is considered one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Amazon.
Facebook offers other products and services beyond its social networking platform, including Facebook Messenger, Facebook Watch, and Facebook Portal. It also has acquired Instagram, WhatsApp, Oculus VR, Giphy, and Mapillary, and has a 9.9% stake in Jio Platforms.
The Role and Responsibilities
The role is seeking an experienced Partner Site Manager to run Outsourcing Site Operations and to manage vendor relationships.
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.
Responsibilities
- 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 an 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 the 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 that 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
Requirements for the Role
- 8+ 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
- 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:
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
- Flexible, adaptable, proactive, and self-motivated
Location
Hyderabad, Telangana
Click here to apply for the role at Facebook India.
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