Premier Partner Operations Specialist

Premier Partner Operations Specialist Job Description

The Premier Partner Operations team develops solutions for public figures, creators, politicians, media companies, and Paying users on Meta’s family of apps by providing white glove and scaled support to address issues impacting their experiences with Meta products. We are seeking a Specialist to join the Premier Partner Support team within Premier Partner Operations. This individual will manage support processes, ensure quality, handle reporting, escalations, and communicate Meta's policies and products to various stakeholders. Leveraging data tools and feedback sources, they will identify themes and deliver scalable solutions. The role involves cross-functional collaboration within Meta to improve high-value user experiences.

Responsibilities

• Respond to user inquiries with high quality, speed, empathy, and accuracy to ensure a positive experience.
• Collaborate across teams to resolve issues efficiently and troubleshoot effectively.
• Develop deep understanding of support experiences, resolving product/policy questions and guiding internal stakeholders.
• Investigate and lead resolutions for escalations from internal stakeholders.
• Conduct quality audits of vendor agents, identify improvement areas, and implement enhancements.
• Recommend improvements to user experience, workflows, and support processes.
• Identify trends, develop solutions, and implement new processes to optimize workflows and user satisfaction.
• Proactively handle sensitive escalations.
• Build cross-functional partnerships with teams across partnerships, policy, legal, engineering, data science, product management, and operations to implement integrity solutions.

Minimum Qualifications

• At least 1 year of experience in a support role working directly with clients or users.
• Effective communication skills for issues, risks, and resolution paths.
• Experience working with global teams.
• Resilient mindset, adaptable to changing priorities and knowledge.
• Strong problem-solving and analytical skills.
• Attention to detail and ability to follow operational procedures.
• Customer-focused approach.

Preferred Qualifications

• BA or BS Degree.
• Experience in fast-paced, corporate environments.

About Meta

Meta builds technologies to connect people, foster communities, and grow businesses. From Facebook’s launch in 2004 to apps like Messenger, Instagram, and WhatsApp, Meta has empowered billions worldwide. Moving beyond screens, Meta explores immersive experiences like AR and VR to shape the future of social technology. Careers at Meta help build this future, transcending digital limits and physical boundaries.

Compensation varies based on skills, qualifications, experience, and location. It includes base salary, with additional benefits and incentives. Learn more about Meta’s benefits.