Product Manager, Care Customer Support Platform - Meta

Meta is searching for a seasoned Product Manager eager to revolutionize enterprise support by setting Meta as the industry benchmark for delivering exceptional customer service through our tools and services.Our approach involves developing a cutting-edge, universal platform for customer support that leverages generative AI to incorporate best-in-class user experiences (such as conversational interfaces, chatbots, live chat, and proactive in-product solutions), agent experiences (such as conversation summary, agent copilot, and reply recommendation), reporting and analytics. In addition to creating this platform, our role encompasses the onboarding and support of a wide range of internal and external business partners, such as Reality Labs, HR, IT Help Desk, and more. By doing so, we empower these partners to enhance customer service for their end users while concurrently constructing a centralized, scalable customer service platform that benefits Meta as a whole.Although prior experience in this field is highly valued, we welcome generalist PMs who share a passion for addressing these complex, significant challenges.

RESPONSIBILITIES

Product Manager, Care Customer Support Platform Responsibilities:

• Is the primary driver for identifying significant opportunities, and driving product vision, strategies, and roadmaps in the context of broader organizational strategies and goals
• Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm
• Incorporate data, research, and market analysis to inform product strategies and roadmaps
• Plan, initiate, and manage information technology projects for web-based products and platforms
• Lead the ideation, technical development, and launch of innovative tools, platforms, and/or products
• Drive product development with teams of world-class engineers and designers, while maintaining team health
• Work closely with cross-functional teams to drive product vision, define product requirements, coordinate resources from other groups (design, legal, etc.), and guide the team through key milestones
• Integrate usability studies, research, and market analysis into product requirements to improve engineer productivity and enhance user satisfaction
• Define and analyze metrics that inform the success of products. Identify and track key performance metrics

MINIMUM QUALIFICATIONS

Minimum Qualifications:

• 8+ years product management or related industry experience
• Displaying leadership, organizational and execution skills
• Familiarity with Salesforce Service Cloud or other customer support solutions
• Requires a Bachelor's degree (or foreign degree equivalent) in Computer Science, Engineering, Information Systems, Analytics, Mathematics, Physics, Applied Sciences, or a related field and 2+ years of experience in the following:
• Experience in product management or product design
• Experience working in a technical environment with a broad, cross functional team to drive product vision, define product requirements, coordinate resources from other groups (design, legal, etc.), and guide the team through key milestones
• Experience in analyzing complex, large-scale data sets and making decisions based on data
• Experience in gathering requirements across diverse areas and users, and converting and developing them into a product solution
• Experience in technical experience with analytical tools, methodologies, and design
• Proven communication skills

PREFERRED QUALIFICATIONS

Preferred Qualifications:

• Experience going through a full product lifecycle, integrating customer feedback into product requirements, driving prioritization and pre/post-launch execution