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Facebook Customer Support Training & Implementation Manager in Des Moines, Iowa

Intro:

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.

Summary:

As Customer Support Training & Implementation Manager in Facebook Reality Labs, you will leverage your program management experience, curriculum development, training delivery skills, and transformative leadership to bring to execution CS initiatives with our outsourcing partners. You will work cross-functionally with CS, Product teams, and Tools engineering to develop workflows, e-learning modules and instructor led training materials, including facilitators and participants guides, deliver training to the Partners, and drive the highest quality of service through these initiatives. You will build a comprehensive and scalable training program and supporting LMS and training tools to ensure outsourced and in-house agents speed to proficiency across multiple channels and regions, driving continuous improvement to customer interactions. You will have a healthy curiosity, passion for trying something new and live by the mantra that to be better, you must be different.You will own communication and training of new product rollouts, feature releases, new hire and ongoing/remedial agent training, and other CS initiatives that need to be trained to our outsourced partner teams. While serving as the connective tissue between internal and partner training and operations teams, you will analyze key performance indicators as well as impact to customers and business to drive improvements that resolve customer issues effectively and with ease. Your mission will be to drive knowledge to our partner support organizations to deliver world-class, multi-channel, customer-facing support and service operations capabilities. Your ultimate goal is to build a highly knowledgeable agent support team that delivers amazing customer experience, achieving superb Customer Effort Score and CSAT that will be the envy of the industry.

Required Skills:

  1. Primary liaison between business and contact center operations for all Training and Communication of CS initiatives

  2. Collaborate with internal resources on upcoming product releases and define agent workflows, training documentations, supporting agent knowledge articles, and other material to actively manage contact center partner’s delivery to achieve highest level of quality of service

  3. Develop a comprehensive strategy for training and communication with our outsourcing partner network

  4. Coordinate the distribution of information to the contact centers through all agent touchpoints. Own LMS updates, agent KB articles, and integrate other training tools as required

  5. Apply change management rigor to the implementations of CS initiatives/programs

  6. Utilize data related to contact drivers, agent efficiencies, and CX data to drive continuous process and program improvement to develop new and ongoing CS initiatives

  7. Work with internal stakeholders to ensure partner compliance with established requirements

  8. Work with Global Outsourcing team to ensure periodic partner benchmarking is performed

  9. Communicate qualitative and quantitative impact of training program

  10. Work dynamically and cross functionally to escalate, resolve issues, and assist with developing and executing program requirements

  11. Support Weekly, Monthly, and Quarterly business reviews

  12. 25% travel

  13. Liaison between the business and vendor operations

Minimum Qualifications:

  1. Experience with quantitative and qualitative analytical problem-solving skills and experience to diagnose root causes and dependencies

  2. Experience developing quality frameworks, procedures, and systems for complex processes that deliver the highest standards of quality

  3. 5+ years of experience in customer-facing communications, customer service, contact center management, and/or program management

  4. 2+ years experience specifically managing Training programs with Contact Centers

  5. Experience developing and implementing both e-learning and instructor led courses surrounding complex technical workflows

  6. Experience creating e-learn content through Articulate 360, Adobe Captivate, Storyline, or other similar platforms

  7. Experience with developing e-learning and instructor led training, and delivering training to any audience up, down or across the organization

  8. Experience with change management and business process methodologies (i.e. Six Sigma, Lean, BP Trends, ADKAR, or other)

  9. Experience working with data

Preferred Qualifications:

  1. Experience developing and managing processes as part of a customer support operations team, working cross-functionally with internal teams and stakeholders

  2. Experience running data analysis

  3. Experience with project management

  4. BPM certification

  5. Strategic thinker with quantitative and qualitative analytical problem-solving skills and experience to diagnose root causes and dependencies

  6. Experience taking initiative and owning the follow-up, follow through

  7. Experience experimenting, taking calculated risks, measuring and learning fast

Industry: Internet

Equal Opportunity: 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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