Meta hiring Developer Support Operations Manager, Proactive and Social • Remote (Work from Home) | Himalayas
MetaME

Developer Support Operations Manager, Proactive and Social

Our mission is to give people the power to build community and bring the world closer together.

Meta

Employee count: 5000+

Salary: 129k-185k USD

United States only
Reality Labs is seeking an operations expert to join the Developer Support Engineering team, responsible for scaled technical developer support. As a Developer Support Operations Manager, you will help build and strengthen the Meta Horizon developer ecosystem to ensure best-in-class developer support services. You will have extensive experience building effective and efficient developer or customer support solutions utilizing proven and emerging technologies. You are data-centric and have experience working closely with multiple disciplines toward shared goals.

This Developer Support Operations Manager will have experience designing large-scale processes and be skilled at creating collaborative spaces when solving hard problems, recognizing different perspectives, and designing and leading complex cross-functional initiatives in early-stage tech industries.Developer Support Operations Manager, Proactive and Social Responsibilities
  • Manage processes and workflow of contingent teams and outsource vendor agents focused on developer support.
  • Analyze, identify, and address inefficiencies in the current developer support infrastructure.
  • Develop and maintain new and existing non-technical content to positively impact the future success of Horizon Worlds and AR/MR/VR developers.
  • Operate and refine developer and creator support services including social listening, reactive social response, and proactive engagement.
  • Understand developer experience as well as policies and procedures to build support and escalation paths.
  • Collaborate on and run projects with cross-functional teams including Product, Engineering, Product Marketing and Programs.
  • Support the development of a robust measurement plan to ensure that the developer support strategy is calibrated across Reality Labs and demonstrates business impact.
  • Scale high impact initiatives within support to the entire metaverse ecosystem.
  • Be a source of insights about the Meta Horizon developer and creator ecosystem in order to produce best in class support processes.
  • Execute in a fast-paced and highly iterative environment.
Minimum Qualifications
  • 5+ years of experience in developer support, customer support, customer experience, or similar roles.
  • Experience with operational leadership of a support vertical.
  • Experience providing support via social media channels.
  • Experience deploying best practices in service and support at scale with high levels of satisfaction.
  • Experience working directly with management, as well as people at all levels, including external users and internal stakeholders.
  • Experience translating insights and data into impactful projects or programs.
  • Experience contributing to cross-functional efforts across competing priorities and constrained resources.
  • Experience running one-to-one high-end service for key clients.
  • Demonstrated skills and experience working with and managing outsource vendors providing frontline support.
  • Demonstrated skills and experience reviewing outsource vendor performance to facilitate and improve quality scores and overall experience.
  • Effective communication and problem-solving skills.
  • Resourceful and action-oriented with experience to get things done autonomously and overcome obstacles by developing solutions to problems.
Preferred Qualifications
  • Bachelor's degree or higher.
  • Experience working in a tech-related industry.
  • Experience with social listening platforms such as Khoros, Sprinklr, or similar solutions.
  • Experience and knowledge of Data Protection Agreements and Privacy/Business Integrity policy enforcement.
  • Proven track record of process improvement within support functions.
  • Experience in process management including creation, execution, and monitoring success.
  • Knowledge of digital business models and technology.
  • Proven track record with high standards of professionalism.
  • Experience developing working relationships with effective interpersonal communication skills.
  • Detail-oriented, resourceful, and highly organized.
  • Experience meeting multiple objectives with conflicting priorities with little supervision.
For those who live in or expect to work from California if hired for this position, please click here for additional information. About Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
$129,000/year to $185,000/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.

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Job type

Full Time

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Manager

Salary

Salary: 129k-185k USD

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United States +/- 0 hours

About Meta

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Our mission is to give people the power to build community and bring the world closer together. Our products empower more than 3 billion people around the world to share ideas and offer support.

Our Story

When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented, virtual and mixed reality to help build the next evolution in social technology.

Our principles

They embody what we stand for and guide our approach to how we build technology for people and their relationships.

Give People a Voice

People deserve to be heard and to have a voice — even when that means defending the right of people we disagree with.

Build Connection and Community

Our services help people connect, and when they’re at their best, they bring people closer together.

Serve Everyone

We work to make technology accessible to everyone, and our business model is ads so our services can be free.

Keep People Safe and Protect Privacy

We have a responsibility to promote the best of what people can do together by keeping people safe and preventing harm.

Promote Economic Opportunity

Our tools level the playing field so businesses grow, create jobs and strengthen the economy.

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Life insurance and survivor support

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Get access to financial coaching and tax education

Disability insurance

Accidental death and dismemberment (AD&D) Insurance.

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