Developer Support Operations Manager, Proactive and Social

Facebook; Olympia (WA); On-site; USD 129,000 - 185,000; Full time

Job summary

An established industry player is looking for a dynamic Developer Support Operations Manager to enhance the developer ecosystem. This role requires a proactive leader to manage support processes, analyze inefficiencies, and collaborate with diverse teams to implement impactful strategies. The ideal candidate will have extensive experience in developer support, operational leadership, and social media engagement. You will thrive in a fast-paced environment, driving initiatives that elevate the developer experience and contribute to the success of innovative technologies. Join this forward-thinking company and make a significant impact in the evolving landscape of developer support.

Qualifications

• 5+ years in developer or customer support roles.
• Experience with operational leadership and social media support.
• Strong problem-solving and communication skills.

Responsibilities

• Manage workflows of contingent teams focused on developer support.
• Analyze and address inefficiencies in support infrastructure.
• Collaborate with cross-functional teams on support projects.

Skills

Developer Support Operations Management

Customer Support

Operational Leadership

Social Media Support

Process Improvement

Effective Communication

Problem-Solving

Data Analysis

Education

Bachelor's Degree or Higher

Tools

Khoros

Sprinklr

Job description

**Summary:**

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.

**Required Skills:**

Developer Support Operations Manager, Proactive and Social Responsibilities:

1. Manage processes and workflow of contingent teams and outsource vendor agents focused on developer support.

2. Analyze, identify, and address inefficiencies in the current developer support infrastructure.

3. Develop and maintain new and existing non-technical content to positively impact the future success of Horizon Worlds and AR/MR/VR developers.

4. Operate and refine developer and creator support services including social listening, reactive social response, and proactive engagement.

5. Understand developer experience as well as policies and procedures to build support and escalation paths.

6. Collaborate on and run projects with cross-functional teams including Product, Engineering, Product Marketing and Programs.

7. Support the development of a robust measurement plan to ensure that the developer support strategy is calibrated across Reality Labs and demonstrates business impact.

8. Scale high impact initiatives within support to the entire metaverse ecosystem.

9. Be a source of insights about the Meta Horizon developer and creator ecosystem in order to produce best in class support processes.

10. Execute in a fast-paced and highly iterative environment.

**Minimum Qualifications:**

Minimum Qualifications:

11. 5+ years of experience in developer support, customer support, customer experience, or similar roles.

12. Experience with operational leadership of a support vertical.

13. Experience providing support via social media channels.

14. Experience deploying best practices in service and support at scale with high levels of satisfaction.

15. Experience working directly with management, as well as people at all levels, including external users and internal stakeholders.

16. Experience translating insights and data into impactful projects or programs.

17. Experience contributing to cross-functional efforts across competing priorities and constrained resources.

18. Experience running one-to-one high-end service for key clients.

19. Demonstrated skills and experience working with and managing outsource vendors providing frontline support.

20. Demonstrated skills and experience reviewing outsource vendor performance to facilitate and improve quality scores and overall experience.

21. Effective communication and problem-solving skills.

22. Resourceful and action-oriented with experience to get things done autonomously and overcome obstacles by developing solutions to problems.

**Preferred Qualifications:**

Preferred Qualifications:

23. Bachelor's degree or higher.

24. Experience working in a tech-related industry.

25. Experience with social listening platforms such as Khoros, Sprinklr, or similar solutions.

26. Experience and knowledge of Data Protection Agreements and Privacy/Business Integrity policy enforcement.

27. Proven track record of process improvement within support functions.

28. Experience in process management including creation, execution, and monitoring success.

29. Knowledge of digital business models and technology.

30. Proven track record with high standards of professionalism.

31. Experience developing working relationships with effective interpersonal communication skills.

32. Detail-oriented, resourceful, and highly organized.

33. Experience meeting multiple objectives with conflicting priorities with little supervision.

**Public Compensation:**

$129,000/year to $185,000/year + bonus + equity + benefits

**Industry:** Internet

**Equal Opportunity:**

Meta is proud to be an Equal Employment 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. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta 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 [e-mail].