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Software Engineer Manager - High Touch Support Assignment

London

On-site

GBP 50,000 - 60,000

Full time

8 days ago

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Job summary

Meta is looking for a Software Engineer Manager to lead High Touch Support Assignment in London. This role is pivotal in enhancing customer support for advertisers globally, ensuring efficient issue resolution. The ideal candidate will bring strong leadership and strategic thinking skills to drive seamless support experiences in a dynamic environment.

Qualifications

Manage and develop other managers effectively.
Experience handling complex organizational issues.
Proficiency in aligning team goals with business objectives.

Responsibilities

Oversee multiple teams delivering efficient remediations.
Ensure teams align with business strategy.
Diagnose and troubleshoot complex issues.

Skills

Leadership

Strategic Thinking

Communication Skills

Problem Solving

Software Engineer Manager - High Touch Support Assignment

Join to apply for the Software Engineer Manager - High Touch Support Assignment role at Meta

Software Engineer Manager - High Touch Support Assignment

Join to apply for the Software Engineer Manager - High Touch Support Assignment role at Meta

We're on a mission to revolutionize the way customer support is done, and we need your leadership expertise to drive this transformation. As an M2 Manager in Remediation within the Central Integrity & Support org, you'll play a pivotal role in shaping the future of support for advertisers who reach 3B+ people worldwide.Join our team in addressing one of the most critical business enablement challenges globally. We're dedicated to empowering advertisers to maximize their use of Meta's platform by delivering seamless support experiences on our most popular business tools, including Ads Manager and Meta Business Suite.The role is to drive High Touch Support Assignment part of Remediation, dedicated to delivering exceptional customer experiences through efficient remediation solutions. Our mission is to empower advertisers with seamless issue resolution, driving satisfaction and loyalty while optimizing operational efficiency. This pillar is a critical component of our CI&S strategy, focusing on delivering world-class support to advertisers. This pillar comprises three teams:* Case Journey Experience: Deliver a streamlined support experience throughout the case lifecycle, and pairing customers with expert agents who drive increased satisfaction and resolution.* Diagnosis and Routing: Focuses on developing and implementing advanced diagnostic tools and routing systems to ensure that cases are directed to the right teams, minimizing resolution times and maximizing efficiency.* Communication and Channels: Concentrates on creating personalised communication strategies and leveraging multiple channels to engage with customers and maximise Resolution and effiency.

Software Engineer Manager - High Touch Support Assignment Responsibilities:

Oversee multiple teams, each focused on delivering efficient remediations
Ensure that teams are aligned with the overall business strategy and technical vision
Scale leadership and team growth, hiring and developing top talent to drive self-service innovation
Facilitate effective communication and collaboration across teams and departments
Delegate authority and decision-making to empower teams to take ownership of their success
Focus on broader organizational concerns, such as cross-team collaboration and high-level strategy
Diagnose and troubleshoot complex issues, making recommendations to solve them
Maintain a high bar for performance and hold managers accountable for managing low performers
Ensure that teams deliver high-quality engineering craft, strategically investing in efforts to improve engineering efficiency and product quality
Influence the design of strategy and roadmap within your scope, using team insights to set and prioritize long-term goals

Minimum Qualifications:

Leadership and People Management:
Manage and develop other managers, ensuring they are effective in their roles
Mentoring and coaching, helping team members grow and succeed
Experience in handling complex organizational issues and driving solutions through other managers
Strategic Thinking and Execution:
Align team goals with broader business objectives and drive execution
Decision-making skills, balancing short-term and long-term goals
Manage multiple teams and large-scale projects, ensuring alignment and efficiency
Proficiency in building and maintaining relationships across different teams and departments
Influence and gain trust from leadership and peers
Experience in resolving cross-functional conflicts and fostering collaboration
Skills in designing team structures and ensuring the right composition for success
Build a leadership bench and develop talent within the organization
Focus on maintaining organizational health
Understanding of the technical landscape and engage in technical discussions
Oversee technical projects and ensure high-quality outcomes
Willingness to take smart risks and innovate within the organization
Identify and capitalize on new opportunities for growth and improvement

Preferred Qualifications:

Active involvement in initiatives that enhance company values
Advanced Communication Skills:
Communicate effectively with various stakeholders, tailoring messages to different audiences
Skills in presenting complex ideas clearly and persuasively
Adaptability and Open-Mindedness:
Openness to feedback and willingness to adapt to new situations and challenges
Learn from mistakes and continuously improve

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.

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.

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Job function
Engineering and Information Technology
Industries
Technology, Information and Internet

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